Customer Advisor – Water Services

About the role

The Customer Advisor will help deliver IAWAI’s customer service strategy and uphold the organisation’s customer promise. Working within a supportive team, you will ensure that water service customers receive a consistent, high‑quality experience that reflects IAWAI’s values.

Key responsibilities

• Deliver a consistent, high‑quality customer experience across all touchpoints.
• Contribute to the design and rollout of customer‑focused initiatives.
• Strengthen relationships with the communities served by responding promptly to enquiries.
• Identify opportunities for service improvement and help implement solutions.
• Ensure water services remain accessible, responsive, and people‑centred.

Required profile

• NCEA Level 2 or equivalent.
• At least three years of experience in a customer service or call‑centre role.
• Strong oral and written communication skills.
• Excellent attention to detail and a commitment to high‑quality work.
• Ability to stay calm, prioritize flexibly, and resolve issues efficiently.
• Active listening skills and the ability to ask clarifying questions.
• Customer‑service or call‑centre training/qualification.
• Experience in a local‑government or council‑controlled organisation is desirable.
• Understanding of infrastructure maintenance, renewals, or improvements is a plus.

Required skills

• Microsoft Office

What we offer

• Competitive salary of around $74,000 per year, dependent on experience.
• Opportunity to work in a purpose‑driven organisation serving Hamilton and the Waikato district.
• Supportive, collaborative team environment.