Build our Customer Care team
Shape our customer experience strategy
Based in Petone
This is a full-time position of 40 hours per week
The opportunity
Step into a newly established leadership role shaping and leading the Customer Care function at a pivotal moment of transformation for water services in the Wellington region. As part of the transition from Wellington Water to Tiaki Wai you will build and lead a newly formed Customer Care team that sits at the heart of how customers experience essential water services
In this role you will:
Lead the Customer Care function, driving service excellence.
Oversee end-to-end customer interactions across all channels.
Deliver strong operational performance through effective workforce planning, service levels, and escalation management.
Own and optimise CRM usage, ensuring high-quality data and insights to support decision-making.
Drive customer experience strategy, continuous improvement, and digital/self-service initiatives.
Build strong cross-functional partnerships to deliver seamless, end-to-end customer outcomes.
About you
You’re a values-driven customer leader who brings others with you, lifts performance, and continually improves the customer experience.
Proven senior leadership experience in customer care, service desk, or contact centre environments.
Track record of leading and supporting large frontline teams in complex organisations.
Strong expertise in CRM systems, with the ability to use data to improve service and performance.
Experience developing customer strategies and leading continuous improvement initiatives.
Highly skilled at building relationships, communicating with impact, and influencing outcomes.
Sound commercial and operational judgement, including performance, forecasting, and resource management.
A calm, collaborative, and inclusive leadership style, with a strong focus on coaching, development, and putting customers at the centre.
Benefits
At Wellington Water, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.
Our benefits include:
Flexible working arrangements including up to 2 days working from home
Comprehensive wellbeing programme, including one paid wellbeing day annually
Formal and informal professional development opportunities
5 weeks annual leave accrual will be available following 2 years of continual service
For a full list of our employee benefits click here.
About us
Wellington Water Ltd is the professional water services provider across Greater Wellington and South Wairarapa. Our job is to provide safe and healthy drinking water, collect and treat wastewater, and ensure the stormwater network is well managed. We’re a multi-council owned entity, tasked to manage the infrastructure and deliver water services to our communities. From 1 July 2026, a new chapter in water services begins. Tiaki Wai will take over responsibility for providing Three Waters Services to approximately 433,000 residents across the Wellington metro regions.
Tiaki Wai will own the water assets it operates giving it greater independence to manage and improve water services for current and future communities, Wellington Water employees will transition into this new council-owned entity.
The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing water services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana.
Applications close: Sunday, 7 June
How to apply
To view a copy of the position description: click here
To apply for the role, click on the ”apply” button or visit the Wellington Water Careers site, please note if you are a Wellington Water employee please apply using your work email.
For further information, email: james.brodey@wellingtonwater.co.nz
Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Wellington Water. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.
Our water, our future.
Wellington Water is a Council Controlled Organisation (CCO) that manages the water infrastructure assets on behalf of Wellington, Hutt, Upper Hutt and Porirua city councils, South Wairarapa District Council, and Greater Wellington Regional Council, from source to sea. This includes all three waters - water supply, stormwater and wastewater.
We supply water, plan, investigate, design, project manage and maintain pipes, reservoirs and pump stations in the region. We are passionate about water conservation, efficiency and providing the best level of service for ratepayers in the Wellington region.
Want to work with us?
People work at Wellington Water because they want to make a difference. If you want to help deliver great outcomes to the community and influence the health, environment and wellbeing of the region, then our fast-paced company wants to hear from you!
We’re always on the lookout for great engineers, planners, operators and business folk with a passion and interest in the environment and the water industry.
In our fun, family friendly and flexible working environment, you will thrive if you value collaboration, hard work and delivering results.
If this sounds like you, then register your interest in working for us today at https://careers.wellingtonwater.co.nz/ and hear what’s it’s like to work at Wellington Water from the people who work here.
