Billing and Payments Team Leader

About the role

This position leads the Customer Solutions team responsible for billing and payments for residential customers. You will manage the end‑to‑end Meter to Cash process, ensuring accuracy, timeliness and high‑quality service during a period of significant organisational change.

Key responsibilities

• Lead, coach and develop a team of Customer Champions to meet performance targets.
• Monitor daily performance, create action plans and drive service excellence.
• Oversee billing, payments, credit functions and revenue collection processes.
• Resolve escalated or complex customer enquiries.
• Identify trends, risks and improvement opportunities across operations.
• Collaborate with Workforce, Digital and People & Capability on systems, staffing and training.
• Support system enhancements, training delivery and continuous‑improvement projects.
• Promote a strong safety and customer‑centred culture.

Required profile

• 5+ years of people‑leadership experience.
• 5+ years in a high‑volume, multi‑channel contact centre.
• Relevant tertiary qualification in business administration or equivalent.
• General understanding of the New Zealand water industry.
• Strong coaching, communication and problem‑solving abilities.
• Customer‑first mindset and composure under pressure.

Required skills

• Working knowledge of billing engines.
• Experience with CRM systems.
• Familiarity with contact‑centre telephony.
• Proficiency in MS Office.

What we offer

• Competitive salary and staff benefits package.
• Training and development opportunities.
• Life and income protection insurance.
• Generous parental leave.
• Employee discounts at major retailers.