Every interaction matters. Whether it's helping resolve a complex issue, improving how we communicate with our community, or ensuring customers receive timely, consistent information, this role plays an important part in how people experience Water Services.

This is a fixed-term opportunity through to 30 June 2027, supporting the transition of Water Services to the future Water Hawke's Bay. As Customer Experience & Resolutions Lead, you'll provide senior operational support to the Manager Customer Experience while leading the coordination of customer resolutions, complaints management, service requests and customer information across Water Services. Working across operational teams, planning, capital delivery and communications, you'll help ensure our customers receive professional, responsive service while driving continuous improvements that strengthen community confidence.

This is also an opportunity to contribute to one of New Zealand's most significant local government reforms. As Water Services transitions towards the future Water Hawke's Bay, you'll help support service continuity, improve customer experiences, and ensure our community remains at the centre of everything we do.

Te Āheinga - The Opportunity

In this role, you'll:

Lead the resolution of complex customer enquiries, complaints and escalations.
Coordinate customer information and service updates across Water Services.
Provide senior operational support and act on behalf of the Manager Customer Experience when required.
Analyse customer feedback and identify opportunities to improve service delivery.
Develop reporting and insights that support informed decision-making.
Build strong relationships across Council, contractors, stakeholders and the wider community.
Support customer communications during service disruptions and emergency events.

He kōrero mōhou - About You

You'll be someone who enjoys solving problems, building relationships and delivering positive outcomes for customers. You can confidently navigate complex situations, bring people together, and maintain a calm, customer-focused approach when managing competing priorities.

You'll also bring:

Significant experience in customer experience, complaints management or service delivery.
The ability to manage complex customer issues with professionalism and empathy.
Strong communication, relationship-building and stakeholder engagement skills.
Excellent analytical, organisational and problem-solving abilities.
Experience influencing outcomes across multiple teams.
A commitment to continuous improvement and delivering exceptional customer experiences.

Experience within local government, infrastructure or water services would be advantageous but isn't essential.

Ngā painga mōhou - What we Offer

Employee Assistance Program (OCP)
Quarterly values awards + Birthday vouchers + Social club
Free flu vaccinations (annual)
Ka Awatea Cultural Wānanga + NCC Kapa Haka
Te Reo Māori language classes

This is a fixed term until 30 June 2027, full time opportunity working 40 hours per week, Monday-Friday. You will be based in Napier.

The annual salary package for this role is $123,817 - $138,383 (including KiwiSaver), with the final offer depending on your skills and experience.

We will be interviewing applications as we receive them and may close the role when we have found the right person.

He kōrero mō Te Kaunihera o Ahuriri - About NCC

At Napier City Council, we are proud to be an equal opportunity employer that values diversity. We welcome applicants from all backgrounds and work to make our hiring process fair and accessible. If you need any support or adjustments during your application or interview, let us know—we’re happy to help!

Our success is grounded in strong partnerships with Mana Whenua and Iwi, supported by our Māori Partnerships team, Te Waka Rangapū, which builds cultural capability through education and training.

Before you join, you’ll need to complete pre-employment checks (including criminal background checks, with some roles requiring health screening and drug & alcohol testing). As an NCC employee, you may also be called on to support Civil Defence emergencies when our community needs us most.

Please visit Napier City Council Careers website to see full job description

Job Description – Customer Experience & Resolutions Lead