Customer Insight Advisor at Environmental Protection Authority, Wellington

As New Zealand's environmental regulator, the work we do today, helps shape the future of our tomorrow.

Our purpose | To tātou kaupapa

We are the Environmental Protection Authority (EPA), New Zealand’s independent environmental regulator.  Our role is important; to help protect our country’s unique way of life by looking out for the health of its environment, its economy and its people.

Our kaupapa is about making the right decisions, based on evidence, mātauranga, and science. We are passionate people working as one EPA to encourage big ideas and bold goals.

What we achieve today helps shape the future of New Zealand for generations to come. We welcome you to join us on our journey to a healthy environment that benefits us all.

Jump in the waka - make history with us.

About our group | Mō te roopu

The Engagement group drives and promotes the strategic direction and delivery of bold and innovative engagement via a system-wide approach. It is responsible for facilitating effective and positive outcomes via its Engagement, customer, communications and government relations and official correspondence teams (the latter more commonly referred to as the OIA hub).

It does this by identifying and promoting clear pathways that:

• position the EPA as a proactive regulator
• grow public confidence in our work
• increase and improve our level of engagement with the broad range of stakeholders within the environmental landscape.

The group works closely with the EPA’s science and Kaupapa Kura Taiao (Māori advisory) experts, creating a ‘virtual’ engagement group, championing a consistent, cohesive and inclusive approach to EPA’s conversations and dealings with stakeholders, government agencies, customers and the New Zealand public generally.

About the role | Mō te tūnga

We’re looking for someone to be a champion for our customers and bring their voice to life within the EPA. This role will offer plenty of scope to help us further design and improve our systems and processes to make sure we’re delivering the best service to our customers. We will provide you with training in a wide range of areas that EPA regulates, such as the Emissions Trading Scheme (ETS) and Hazardous Substances.

We’d love you to bring your enthusiasm for continuous improvement as we’ll be looking to you to help us understand why our customers are calling, identifying contact themes or emerging issues and using these insights so we can improve our online tools, processes and services.

A key part of this role includes answering calls and emails from our customers on a range of topics we regulate. You’ll also contribute to our Customer Insights Framework, through qualitative customer research and data analysis. To keep you busy there will be lots of opportunity to support our operational Groups and in addition you will provide the wider Engagement Group with support during any quiet periods on the phone.

About you | Mōhou ake

We don't expect you to know everything from day one, but we’d love our successful candidate to possess some of the following skills and attributes:

• A passion for designing and delivering great customer experiences
• An analytical mind
• Have a strong ability to build and maintain effective working relationships
• A proactive approach with use of initiative and strong work ethic
• Strong verbal and written communication
• Science or communications qualification (advantageous but not essential)

This position may also suit you if you are looking to get your foot in the door of an organisation with scientific experts and professionals with this same shared vision; or you may be seasoned in offering exceptional customer service; either way we would be delighted to hear from you.

What’s in it for you | Ngā āhuatanga kei a mātou

There are a range of benefits our people value:

• A genuine flexible working culture
• Flexible sick leave provisions
• $400 non-taxable payment to eligible employees to enable an at-home flexible working set up
• Supportive and caring colleagues who are focused on making a difference to our slice of paradise in Aotearoa
• Our annual EPA Environment Day, where we get out into the community to support environmental initiatives
• Relocation packages for those moving to NZ from overseas
• A variety of in-house Māori language and tikanga workshops
• Learning opportunities on a variety of topics including an annual Science Symposium
• An active social club, and a range of groups and support networks that cater to the diverse interests of our people
• Organisation wide awards to recognise individual and team effort.

Salary range | $52,312 - $78,468 per annum (midpoint $65,390). This is the full salary range. Appointments are made within the range depending on skills and experience

How to apply | Me pēhea te tuku tono

Apply directly by completing the online application form and submitting your CV and cover letter.

Please note: your cover letter will form a key part of our assessment process. Please highlight how your experience relates to the requirements for this role and tell us about you, your values and/or whakapapa and motivations for the role.

View the Position Description for further information, contact Jenny Macdonald via jenny.macdonald@epa.govt.nz or check out the careers section of our website www.epa.govt.nz/careers.

Applications close | Rā Katinga

Midnight Wednesday 25th May 2022.

We will be reviewing applications as they are submitted so may shut the role prior to the close date should we find a suitable candidate.

The EPA’s top priority is the safety and wellbeing of its employees. EPA’s COVID-19 Response Policy requires all employees who work within our office or interact with the public in the course of their work to be vaccinated.  Any offer of employment made will be conditional on the successful candidate providing a current copy of their ‘My Vaccine Pass’ via the onboarding process.