Mō tēnei tūranga mahi | About the role
The Customer Lead leads Waitī Waters' customer function, ensuring customers receive responsive, accurate and consistent service across their interactions with the organisation.
Based in Masterton, you'll lead the Customer team and champion the customer across Waitī Waters, using customer insights to shape how services are delivered and improved.
Key responsibilities
Lead Waitī Waters' customer strategy, experience and service standards.
Oversee customer service, billing and account management, ensuring a consistent and responsive customer experience.
Lead metering and consumption management, including proactive support for unusual consumption and bill shock.
Ensure vulnerable customers receive appropriate support through service interruptions and change.
Turn customer feedback and service insights into practical improvements, championing the customer across Waitī Waters.
Lead a high-performing Customer team and build strong relationships with key customers and community organisations.
Ko wai koe | About you
You’ll be an experienced customer leader who can build excellent customer experiences while ensuring the systems, processes and service standards behind them work effectively.
Significant experience in customer service, customer experience, billing or account management.
Experience leading customer improvement initiatives and turning customer insights into practical service improvements.
Strong customer relationship, complaint resolution and stakeholder management skills.
Experience working with CRM, billing or customer account management systems.
Experience leading and developing high-performing teams and collaborating across different parts of an organisation.
A commitment to working in partnership with iwi and hapū, and a current New Zealand driver licence.
Experience in local government, infrastructure, utilities or another customer-facing environment would be valuable, particularly exposure to metering, consumption or customer billing.
Ko wai mātou | About us
Waitī Waters is a new, publicly owned water services organisation headquartered in Masterton. Established under the Local Government (Water Services) Act 2025, Waitī Waters is being established by four district councils, South Wairarapa, Tararua, Carterton and Masterton, and two iwi, Rangitāne and Ngāti Kahungunu, to serve current and future generations in the Wairarapa and Tararua region.
Our responsibilities are significant and ambitious, delivering drinking water, wastewater and stormwater services to approximately 25,000 connections and managing $707 million in assets and a $466 million capital works programme into 2034.
How to apply
Please submit your CV and a cover letter outlining your relevant experience and what interests you about this opportunity via the SEEK Apply button or you can email your CV and cover letter directly to [email protected] by Friday 13 November 2026.
Contact Us
Have questions before applying? Reach out to us at [email protected] with any queries.