Head of Customer Care

• 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.

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: ***email_hidden***

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.