Customer Information & Escalations Coordinator at Wellington Water, Wellington - Wairarapa

Mō tēnei tūranga mahi | About this role

If you're passionate about achieving results and being a 'go-getter' for the customer - this could be the job for you!

• Help us to protect resources and achieve resolution for customers
• A rewarding role offering variety, challenge, and pathways for growth
• Petone based with hybrid working

This is a full-time position of 40 hours per week based in Petone.

The remuneration midpoint for this role is $71,201 p.a. (this includes KiwiSaver). Remuneration is dependent on skills and experience.

The opportunity

You'll play a key role in our resolutions team, ensuring a fair outcome is provided to our customers while minimising the impact to the organisation and our client councils. Working across both the incident coordination and resolution administration functions, you'll be involved in a variety of impactful work as you respond, triage, allocate, and manage customer complaints through to resolution. The role also supports our incident and escalation function, leading communication to key stakeholders around outages, incidents, and planned works.

About you

To be successful in this role, you will bring:

• Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy
• Experience in an administration or operational coordination role, with dispute resolution or incident management experience strongly preferred
• Computer literacy - particularly with the Microsoft Office Suite, and ideally experience with incident management systems and processes
• Highly developed listening, verbal, and written communication skills
• Excellent time management, accuracy, and attention to detail to deliver in an SLA-driven environment
• The ability to work on-call after hours, 1 week per month, as part of our rostered team coverage

You'll have the opportunity to grow your skills in a high-energy, fun, and supportive team that is just as passionate about supporting each other as we are our customers. We also work business hours rostered between 7am-5pm weekdays - so there is the bonus of no weekend or evening work outside of the on-call roster.

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 of annual leave accrual available following 2 years of continuous service

For a full list of our employee benefits, click here.

About the Team/Service/Location

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 reflected in our values: Tangata Tiaki, Whanau, and Mana.

Applications close: Monday, 27 April 2026

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 that if you are a Wellington Water employee, please apply using your work email.

For further information, email: JoinUs@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.