Customer Care Lead
Lead a high-performing customer care team, drive service excellence, and shape seamless customer experiences for Wellington’s communities.
Lead a high-performing customer care team
Shape consistent, high-quality customer experiences
Based in Petone
This is a full-time position of 40 hours per week
The remuneration range for this role is $101,125 to $142,765 (including KiwiSaver) depending on skills and experience
The opportunity
As Customer Care Lead, you will provide people leadership and day-to-day operational leadership within our Customer Care function. You will support the delivery of consistent, high-quality customer and stakeholder support across multiple channels while coordinating complaints, escalations, workflow management and continuous improvement.
You will be responsible for:
Leading and coaching a customer care team to deliver responsive, customer-focused services
Overseeing service delivery across phone, email, webform and other customer channels
Coordinating triage, escalations and workflow, ensuring enquiries are directed correctly the first time
Monitoring service performance, demand and quality, and providing meaningful reporting and insights
Driving continuous improvement, identifying process gaps, customer pain points and improvement opportunities
About you
You’ll be a confident, customer‑focused professional who thrives in startup environments. As this is a newly established role with a new team, experience forming teams will be a strong advantage. We’re looking for someone with the capability to hit the ground running, bring structure and insight to a developing function, and help shape how this new area operates. You’ll be proactive, adaptable, and comfortable taking ownership, with the maturity and experience to contribute from day one and drive positive customer outcomes in a fast‑paced, evolving environment.
To be successful in this role you will bring:
Proven experience leading or coaching a customer service or contact centre team
Strong capability in handling customer enquiries, complaints and escalations
Sound knowledge of customer service, triage and multi-channel support best practice
Excellent communication skills with a strong customer focus and sound judgement
Demonstrated ability to build strong relationships and work collaboratively
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.
About us
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: Wednesday 6 May 2026.
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: JoinUs@wellingtonwater.co.nz
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.
- Department
- Network Operations
- Role
- Customer Experience Team
- Locations
- Petone Office
Petone Office
Staff benefits
1. Inclusive Culture: It is important to us that people love our culture. We embrace a workplace where diversity is celebrated, and inclusivity is at our core. Our team is united by passion, dedication, and a shared care for water and our community.
2. Safety and Support: We provide an Employee Assistance Scheme for crucial personal support, along with wellbeing and lifestyle education delivered through our Wellbe Team, ensuring you feel supported in and out of the workplace.
3. Health is Wealth: We prioritise your health with an annual voluntary health "warrant of fitness," immunisations, and flu vaccinations. Moreover, enjoy annual subsidised vision testing and contributions toward glasses to ensure clear vision.
4. Work-Life Balance: Where possible there is access to flexible work practices. And take advantage of our annual leave, reaching five weeks after three years of service, and 10 days sick leave from starting with us. In addition, take one paid day a year for your personal Wellbeing. We also offer parental leave and partner entitlements to support you during significant life moments.
5. Comprehensive Benefits: We have partnered with providers for discounted Southern Cross medical insurance, periodic vision and hearing tests, and eyewear subsidies. You can also access discounts at a range of retailers via Boost. Gain access to top-notch gear, machinery, PPE, and tools, fostering a safe work environment if you are “on the tools”. We also offer a staff referral bonus paid when a person is recruited for a senior front line position, and we may offer relocation support if you need to move into the district to work here.
6. Professional Growth: Grow your skills with a range of development opportunities. Boosting your personal and work career.
7. Community Connection: You can take one paid day a year to participate in voluntary work on a water-related activity. And maybe join our active Waiata group and be part of a community that works together, sings, and thrives together.
About Wellington Water
Wellington Water is owned by the Hutt, Porirua, Upper Hutt and Wellington city, South Wairarapa District, and the Greater Wellington Regional councils
The work Wellington Water does is vital and rewarding. We’re tangata tiaki for Wellington’s water, and caretakers of our water infrastructure. Every day, we work to ensure that our communities have access to safe, sufficient, reliable and efficient water services. WWL is growing, and opportunities are growing along with it. It’s a transformative time in the industry.