Job Description

He angitūtanga: The Opportunity

This is a unique opportunity to play a pivotal role in strengthening Tāmaki Makaurau’s stormwater resilience customer service experience.

As a Senior Stormwater Response Specialist, you’ll lead the creation, coordination, and continuous improvement of end‑to‑end customer response processes across the Healthy Waters & Flood Resilience Department (HW&FR) at Auckland Council. You’ll be the key liaison during critical weather events, ensuring our customers, partners, and internal teams receive timely and accurate information.

With a strong focus on risk management, process improvement, and excellence in stakeholder engagement, this role offers the chance to influence regionwide outcomes and enhance the way we respond to stormwater issues and community needs.

Day‑to‑day, you could expect to work on:

• Designing, managing, and improving customer response processes, including LGOIMAs, Official Information Requests, LINZ/LIM report workflows, and escalated enquiries.
• Coordinating regionwide responses during stormwater events, supporting emergency management reporting and post‑event documentation.
• Managing and tracking projects and investigations within the HW&FR pipeline, ensuring progress, quality, and customer updates.
• Leading risk management activities, maintaining the departmental risk register, and supporting mitigation planning and implementation.
• Conducting regular auditing of RFS records, asset data, and customer response documentation to ensure accuracy and quality.
• Building strong relationships with internal teams, contractors, developers, and local boards to ensure consistent and transparent communication.

Click here to view the Position Description.

He kōrero mōu: About you

You’re a confident and experienced customer‑centric professional who thrives in complex, fast‑paced environments. You bring exceptional relationship management skills and the ability to navigate sensitive situations with professionalism and empathy.

Your strengths lie in bringing structure to ambiguity, improving processes, and supporting teams to lift performance. You're comfortable working with multiple stakeholders, managing competing priorities, and contributing to a culture of continuous improvement.

Your ability to remain calm under pressure—particularly during storm events—makes you a trusted partner across the organisation.

Specifically, we are looking for:

• 8+ years’ experience in customer service, relationship management, communications, or a related discipline.
• Strong experience engaging with the public and key stakeholders, ideally within a local government or political environment.
• Demonstrated ability to work with complex information, produce high‑quality written documentation, and communicate clearly.
• Proven capability in negotiation, conflict management, and resolving sensitive or contentious customer issues.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook); experience with SAP is an advantage.
• A relevant qualification in customer service, business, communications, public policy, or similar—or equivalent relevant experience.

Ngā āhuatanga kei a mātou: What we offer

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive.

Together, we can create a Tāmaki Makaurau we can all be proud of.

As part of our organisation, please view a range of our: benefits

Tono Mai: Apply Now!
Application close date: Monday 9th of February

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.