Head of Customer Care

About the role

We are seeking a dynamic Head of Customer Care to lead the newly created Customer Care function as Wellington Water transitions to Tiaki Wai. Based in Petone, you will shape the customer experience strategy for essential water services across the Wellington region.

Key responsibilities

• Lead the Customer Care team, driving service excellence across all channels.
• Oversee end‑to‑end customer interactions, ensuring consistent quality and timely resolution.
• Manage workforce planning, service level targets and escalation processes to achieve strong operational performance.
• Own and optimise the use of CRM systems, delivering high‑quality data and insights for decision‑making.
• Develop and execute the customer experience strategy, including digital and self‑service initiatives.
• Build cross‑functional partnerships to deliver seamless, end‑to‑end customer outcomes.

Required profile

• Proven senior leadership experience in customer care, service desk or contact‑centre environments.
• Track record of leading large frontline teams in complex organisations.
• Strong commercial and operational judgement, including performance forecasting and resource management.
• Collaborative, inclusive leadership style with a focus on coaching and putting customers at the centre.

Required skills

• CRM systems

What we offer

• Flexible working arrangements with up to two days per week remote.
• Comprehensive wellbeing programme, including one paid wellbeing day annually.
• Professional development opportunities, both formal and informal.
• Five weeks of annual leave after two years of continuous service.