Water Services Team Leader - Call Centre Wellington City Council – Wellington, North Island Pōnekeis a city with ambition, creativity, and resilience at its core.
As New Zealand's capital, we are globally connected yet distinctly local, future-focused yet grounded in our communities, culture, and whenua.
We're committed to building a city that is sustainable, inclusive, and prepared to meet the challenges of tomorrow – where infrastructure and essential services are not just utilities, but enablers of wellbeing, equity, and trust.
From 1 July 2026, water services across the region will transition to Tiaki Wai.
As part of this change, Wellington City Council will deliver a fully separated Call Centre service for a defined period on behalf of Tiaki Wai.
We're looking for a Water Services Team Leader to build, lead, and support a brand-new customer service team delivering water fault and billing enquiry support during this critical period.
This is a fixed term role supporting transition through to August 2027.
About the role In this hands‐on leadership role, you'll establish and lead a team of Customer Service Representatives, ensuring customers receive timely, accurate, and high‐quality support.
You'll play a key role in building capability, embedding consistent processes, and driving service quality in a fast‐changing environment - while also acting as the escalation point for more complex or sensitive issues.
What you'll be doing Leadership & Team Development Lead, coach, and develop a team of Customer Service Representatives Build onboarding, training, and capability frameworks for a new team Drive a high‐performance, positive team culture Manage rosters, forecasting, and resourcing to meet demand Operational Oversight Ensure accurate logging and triage of water faults Oversee handling of billing enquiries and appropriate escalation Monitor service quality, data accuracy, and KPI performance Act as the escalation point for complex customer issues Stakeholder & Relationship Management Build strong relationships across Council teams and service partners Communicate changes, risks, and improvements clearly and proactively Provide reporting and insights to support decision‐making Customer Experience & Continuous Improvement Identify trends, pain points, and opportunities for improvement Support a smooth transition of services to Tiaki Wai What you'll bring Experience leading or coaching teams in a customer service or contact centre environment Strong capability in training, onboarding, and developing teams Experience working with structured processes, triage models, and quality frameworks Excellent communication and stakeholder management skills High attention to detail and commitment to data accuracy Ability to lead through change in a complex, multi‐stakeholder environment Why this role?Lead a brand‐new team from the ground up Play a key role in a region‐wide service transition Work across multiple councils and stakeholders Make a real impact on how essential services are delivered to the community Nōu te rourou | What's in it for you Working for the Council offers you a range of benefits including 5 weeks annual leave, flexible working options, health and wellbeing support, Council staff discounts and a range of learning and development programmes and opportunities.
View our Employee Value Proposition Video to see what our employees say about working at WCC.
Applications close 6 April 2026.
All applications must be submitted online.
All applicants must have the right to work in New Zealand and be prepared to undergo a Ministry of Justice pre‐employment check.
We may engage with applicants before the role closing.
Diversity: We want your application to enable you to portray the real you.
Skills are gained across many areas of our life, not just formal employment.
If you can demonstrate the skills listed in the advert through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter.
We welcome applications from all walks of life and like our workforce to reflect the diverse communities we serve.
Accessibility Support: We want to make sure any accessibility requirements you may have, are well supported so the selection process is equitable for everyone.
