Contact Centre Team Leader

He kōrero mō mātou | About Watercare

Ki te ora te wai, ka ora te whenua, ka ora te tangata

When the water is healthy, the land and the people are healthy

Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day!

He whakamārama mō te tūranga mahi | About the role

We're looking for an experienced Contact Centre Team Leader to lead a high-performing team responsible for Watercare's billing, payments and debt collection operations.

Reporting to the Head of Retail Operations, you'll play a critical role in overseeing our Meter-to-Cash processes, ensuring customers receive accurate, timely and professional support while driving operational excellence across a high-volume, multi-channel customer environment.

Key Responsibilities Include

• Leading, coaching and developing a team of customer champions to deliver outstanding customer experiences.
• Driving a high-performance culture through regular coaching, performance reviews and quality assurance activities.
• Managing billing and payment operations to ensure service levels and customer expectations are consistently achieved.
• Supporting credit and collections activities to minimise credit risk.
• Analysing team performance and operational metrics to identify improvement opportunities.
• Acting as a subject matter expert for billing, payments and revenue management.
• Supporting continuous improvement initiatives, process enhancements and system upgrades.
• Ensuring compliance with health, safety and organisational policies.

Ngā pūkenga e rapu nei mātou | About you

You'll be a people-first leader who thrives in a fast-paced contact centre environment and is passionate about creating positive customer outcomes.

To Be Successful You'll Bring

• Proven experience leading and developing teams within a high-volume contact centre environment.
• Strong knowledge of customer service operations, billing, payments or collections processes.
• Exceptional coaching, communication and stakeholder management skills.
• Experience analysing operational data and using insights to improve performance.
• The ability to balance customer needs with commercial outcomes.
• Experience working with CRM systems, telephony platforms and Microsoft Office applications.
• A proactive, solutions-focused mindset with a passion for continuous improvement.
• Strong resilience, adaptability and the ability to lead through change.

Experience within utilities, billing operations or revenue management environments would be an advantage.

Ngā hua mōu | What's in it for you

We offer a competitive salary and staff benefits package including:

• Training and development opportunities
• Life and income protection insurance plans
• Generous parental leave
• Employee discounts at a range of large retailers

Me pēhea te tono mai | How to Apply

Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - careers.watercare.co.nz.