Manager Customer Experience Water Services

About the role

Napier City Council is hiring a Manager Customer Experience for Water Services on a 12-month fixed-term basis. This position is responsible for leading the delivery of reliable, customer-centred water service experiences for the community. It is a practical leadership role that shapes the way people interact with Water Services, with an emphasis on clear communication, fast responses, and strong support at every touchpoint.

The role sits at the centre of Water Services and combines customer service, technical support, communications, and administrative coordination. You will work alongside residents, developers, contractors, and internal teams to make water service processes simple to navigate and consistently delivered to a high standard. A strong continuous-improvement mindset is important, as the role also helps strengthen systems, build team capability, and ensure service delivery meets both regulatory and organisational expectations.

Reporting to the Head of Water Operations, this opportunity suits an experienced leader who is comfortable working across customer-facing and technical settings, and who can bring structure, clarity, and momentum to a busy service area.

Key responsibilities

• Direct the customer experience function for Water Services and maintain a consistent, high-quality service standard.
• Manage customer communications, engagement activities, and service information across a range of channels.
• Handle new water connections, technical enquiries, and coordination of consent-related support.
• Lead the customer services team through coaching, performance support, and capability development.
• Improve systems, processes, and reporting to lift efficiency and strengthen customer outcomes.
• Oversee administrative and coordination work that supports Water Services operations.

What we're looking for

• A relevant qualification in Business, Communications, Engineering, Water Services, or equivalent practical experience.
• At least 7 years of experience in customer service, operations, administration, or technical service delivery is preferred.
• Demonstrated leadership ability, including experience guiding teams in service-focused or technical environments.
• Strong communication and relationship-building skills, with confidence engaging a wide range of stakeholders.
• Working knowledge of regulatory settings, compliance needs, or water- and service-related operations.
• A hands-on, solution-oriented approach with a commitment to improving systems, service delivery, and the customer experience.

What you'll get

• 5 weeks of annual leave after 2 years of service.
• Discounted health insurance scheme and an eye test subsidy.
• Retail discounts and study support.
• Employee Assistance Program (OCP).
• Quarterly values awards, birthday vouchers, and a social club.
• Annual free flu vaccinations.
• Ka Awatea Cultural Wānanga and NCC Kapa Haka.
• Te Reo Māori language classes.

Additional information

Napier City Council is progressing toward a joint regional water entity under the Local Water Done Well reform. As a result, changes to water services governance and delivery are likely in the future, including possible changes to organisational structure, reporting lines, and regional collaboration. Candidates should be comfortable working in a changing environment and open to evolving responsibilities within a broader regional approach to water management.

This is a full-time fixed-term role for 12 months, working 40 hours per week, Monday to Friday, and based in Napier.

The annual salary package for this position is between NZD 130,195 and NZD 153,170, inclusive of KiwiSaver, with the final offer dependent on your skills and experience.

Applications will be reviewed as they are received, and the position may close once the right candidate has been found.

Napier City Council is an equal opportunity employer that values diversity and aims to keep the hiring process fair and accessible. Support and adjustments can be arranged during the application or interview process if needed.

The organisation’s success is built on strong partnerships with Mana Whenua and Iwi, supported by the Māori Partnerships team, Te Waka Rangapū, which develops cultural capability through education and training.

Before starting, successful candidates must complete pre-employment checks, including criminal background screening. Some roles may also require health screening and drug and alcohol testing. As part of the role, you may also be asked to assist with Civil Defence emergencies when the community requires support.

Full job details are available on the Napier City Council Careers website.