Customer Care Representative
Join a new customer care team that helps resolve water issues. Great culture, growth, and real community impact. Apply now!
Permanent position, in a new team developing ways of working
Rotational hours between 7am and 5pm, Monday to Friday
Convenient Petone location
The opportunity
Wellington Water is creating a new customer care team so that a new water services entity ‘Tiaki Wai’ will have a direct relationship with the public, council service teams and water service customers.
This customer care team will be the first point of contact for customers, handling inbound enquiries, triaging requests, and providing clear, timely updates. They will work closely with operational teams to support effective responses to network issues, as well as manage billing and general organisational enquiries.
Day to day you will;
Manage and triage enquiries across multiple platforms (direct calls, online chat, and email).
Create, update and prioritise fault and service tickets for real-time information sharing.
Support customers and the public with general enquiries and updates on known network incidents.
Use knowledge bases to direct technical enquiries and provide information on a wide variety of channels for development, billing or finance, careers, emergency response and council related enquiries.
Be a front facing individual for Wellington Water and build impactful relationships with council customer teams, internal service teams and other stakeholders to provide a supportive and enjoyable customer experience.
Work in a structured contact centre environment
About you
As an individual that enjoys solution focused customer service, you will need to be effective at getting to understand a wide variety of organisational functions.
This will require you to have;
Good written capabilities, to provide information to others via customer management systems and other business applications.
A strong focus on customer satisfaction, with resilience to issues that have negatively impacted water consumers and sensitive issues.
Good at assessing and judging escalation of network faults and issues with the ability to get useful information by asking prompting questions.
High attention to detail and ability to listen and de-escalate heightened customers.
A positive, can-do attitude
Previous experience in a contact centre or customer handling environment
We offer the opportunity to grow your skills in a high-energy, and supportive team that are just as passionate about supporting each other as we are our customers.
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: 10th 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
You must be legally entitled to work long-term in New Zealand to be considered.
- 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.