Head of Customer Care

He whakahaere aronga-anamata a Mercury, e tuku ana i te pūngao me ngā whitimamao ki te mahi a tangata o Aotearoa, ā, he nui ake i tā ētahi atu. Waihoki, e para ana i te huarahi mā te pūngao whakahou me te whai i tētahi anamata toitū. Kei te iho ko tō mātou koronga. Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. He āki tēnei i a tātou ki te whakapau kaha kia hua ake ai he anamata pai ake mō ō tātou tāngata, mō ō tātou hapori, me Aotearoa.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Tā mātou arawātea | Our Opportunity

Our teams at Mercury make a real difference to Aotearoa New Zealand by doing new and exciting things with energy, and our Customer business is entering an important next stage of growth and transformation.

As we continue to evolve, we’ve created a number of new roles to strengthen the way our Customer teams are set up for the future. These roles will support clearer accountability, stronger commercial ownership and better alignment across our channels, helping us stay efficient, customer-focused and future-fit.

Reporting to the Chief Customer Officer, the Head of Customer Care will lead and transform Mercury’s customer care function. This two-year fixed term opportunity is focused on simplifying how we work, improving service performance and preparing Customer Care for the future.

You’ll lead the teams responsible for delivering clear, helpful, fair and timely support across Mercury’s products and service channels. A key focus will be improving customer experience, reducing pain points, strengthening service delivery and ensuring customers who need extra care, including medically dependent, vulnerable and hardship customers, are recognised, prioritised and supported with care.

This is a great opportunity to help shape a more efficient, reliable and future-fit Customer Care function, while making a meaningful difference for customers and supporting your people through change.

Tāu e mahi ai | What you'll be doing:

• Lead and develop Mercury’s Customer Care leaders and teams
• Build a strong service culture focused on customers, care and accountability
• Improve customer moments across joining Mercury, billing, payments, moving house, complaints and hardship support
• Ensure customer issues are resolved quickly, fairly and consistently
• Manage service performance across customer care channels, including response times, service levels, quality, productivity and cost to serve
• Ensure the right support, training and tools are in place so teams can do their jobs well
• Strengthen priority pathways for urgent or high-risk customer situations
• Ensure medically dependent, vulnerable and hardship customers are identified, prioritised and supported with care
• Manage risk and compliance across complaints, hardship, billing support, medically dependent customers, vulnerable customers and escalations
• Use customer feedback, complaints and data to identify pain points and improve service outcomes
• Simplify processes, reduce avoidable customer contact and support better use of digital tools, self-service, automation and customer data
• Lead continuous improvement across the Customer Care function and help prepare the team for the future

Tāu ka kawe mai | What you'll bring:

• Senior experience leading customer care, customer operations or contact centre teams
• Experience managing service performance in a busy operational environment
• Strong people leadership experience, with the ability to build capable, engaged and well-supported teams
• A practical approach to improving customer experience, complaints handling and service quality
• Experience supporting customers with sensitive needs, such as hardship, vulnerability or critical service requirements
• Strong understanding of risk, compliance, conduct and fair customer outcomes
• Experience improving processes, systems and ways of working
• Confidence using data and insights to identify issues, improve performance and support decision-making
• Strong judgement, empathy and calmness when dealing with sensitive or high-risk customer situations
• The ability to work across teams to simplify complex issues and deliver better customer outcomes
• Experience in energy, utilities, telecommunications, financial services, large-scale customer operations or another regulated customer-led sector would be highly valuable.

Tā mātou e tuku nei | We offer:

• A diverse workplace where your unique abilities and talents will be recognised and encouraged
• Employee discounts and discounts with our third party providers
• Annual salary reviews with the option to purchase additional leave
• The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
• Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

E koekoe te tūī, e ketekete te kākā, e kūkū te kererū

Every voice has its place – and together, we thrive.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren't sure if you meet all of the criteria.

Please click 'apply' to submit your application. If you require accessibility or assistance support from us during the application and selection process, please reach out to [email protected]. Please do not apply via this email address.

A full position description is available below. Applications close Friday, July 10th at 5:00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.

Job Details

Reference #

43275

Posted

26 Jun 2026

Closing

10 Jul 2026 17:00

Location(s)

Auckland, Hamilton, Tauranga

Expertise

Contact Centre

Job level(s)

Experienced, Management

Work type(s)

Fixed term full time