Customer Experience & Resolutions Lead (Fixed Term)

Overview

This fixed-term position runs through 30 June 2027, focused on assisting the transition of Water Services to the future entity, Water Hawke's Bay. The role provides senior operational support to the Manager of Customer Experience and leads activities related to customer resolutions, complaints management, service requests, and dissemination of customer information within Water Services.

Key Responsibilities

• Lead the management and resolution of complex customer issues, including complaints and escalations.
• Coordinate communication and updates concerning Water Services customers.
• Act as senior operational support, deputizing for the Manager Customer Experience when necessary.
• Analyse customer feedback to identify service delivery improvements.
• Prepare reports and insights to aid decision-making processes.
• Foster and maintain robust relationships with council staff, contractors, stakeholders, and the community.
• Support communication efforts during service outages and emergencies.

About the Candidate

The ideal candidate is adept at problem-solving, relationship building, and delivering positive customer outcomes. They can manage complex scenarios with professionalism and empathy, maintain composure when handling competing priorities, and excel in communication and stakeholder engagement.

Qualifications and Skills

• Extensive experience in customer experience management, complaints handling, or service delivery roles.
• Demonstrated ability to handle intricate customer issues with empathy and professionalism.
• Strong communication abilities and stakeholder relationship management skills.
• Proficient analytical, organizational, and problem-solving capabilities.
• Experience influencing cross-team outcomes and fostering continuous improvement.
• Experience in local government, infrastructure, or water services is beneficial but not mandatory.

Employee Benefits

• Access to Employee Assistance Program (OCP).
• Participation in quarterly values awards, birthday vouchers, and social club events.
• Annual free flu vaccinations.
• Opportunities for cultural enrichment including Ka Awatea Cultural Wānanga, NCC Kapa Haka, and Te Reo Māori language classes.

Additional Information

The position is a full-time role based in Napier, operating 40 hours per week from Monday to Friday. The salary range offered is between $123,817 and $138,383 annually, inclusive of KiwiSaver, commensurate with the candidate's experience and skills. The hiring process includes pre-employment background checks and may involve health and drug testing. Employees may be required to assist with Civil Defence emergencies as necessary. Napier City Council is an equal opportunity employer committed to diversity and accessibility, providing support during recruitment as needed.