Community Operations Partner

About Vector

Vector is driven by a culture focused on inclusion, creativity, and innovation. The organisation values people who bring fresh ideas, work collaboratively, and help shape a cleaner energy future for Auckland.

Diversity and community connection are central to the way Vector works. The company encourages staff to show up as themselves, contribute to a supportive workplace, and take part in a broad cultural calendar that includes celebrations such as Matariki, Lunar New Year, Diwali, and Eid.

About the role

In this position, the role is referred to internally as a Community Engagement Partner (CEP). As a Community Operations Partner, you will act as a key link between Vector, its customers, and local communities. The role sits at the intersection of community needs, customer experience, and operational delivery, with responsibility for building trust, handling complex matters, and ensuring community perspectives are represented across the business.

Every day will bring different priorities. You may support customers affected by planned work or outages, help facilitate community discussions, manage sensitive matters, assist with local events, or work alongside teams across Vector to improve outcomes for customers and communities.

The role requires sound judgement, empathy, and a practical approach to solving problems. You will help people feel informed, listened to, and supported while balancing community expectations, customer needs, and operational constraints.

Working with the Community Engagement Manager and internal teams, you will contribute to engagement activity, identify emerging risks and opportunities, share community insights, and support delivery of positive outcomes. You will also play a meaningful part during storms, outages, and other critical incidents, helping ensure Vector’s response is timely, coordinated, and focused on customers.

Responsibilities

• Act as a trusted contact point between Vector, customers, and communities.
• Support people affected by planned works, outages, and other service impacts.
• Facilitate community conversations and assist with local engagement activities.
• Handle sensitive issues, complaints, escalations, and other complex matters with care.
• Work with internal teams to improve customer and community outcomes.
• Identify emerging risks, concerns, and opportunities from community feedback.
• Provide practical community insights to support operational decision-making.
• Help coordinate Vector’s response during storms, outages, and other critical events.
• Maintain accurate records, follow through on commitments, and manage competing priorities.

Requirements

• Background in customer service, stakeholder engagement, community engagement, complaints handling, or another role involving strong relationship management and issue resolution.
• Proven ability to build trusted relationships with customers, community groups, iwi, and other stakeholders.
• Strong skills in conflict resolution, mediation, negotiation, and managing difficult conversations.
• Excellent communication skills, with the flexibility to adapt to different audiences and situations.
• Good judgement, resilience, and a practical, solution-oriented approach.
• Ability to stay organised and respond effectively when priorities change.
• Strong administrative and coordination skills, including record keeping and action follow-up.
• Commercial and operational understanding, with the ability to balance customer interests and business needs.
• Genuine motivation to help people and achieve positive customer outcomes.
• Experience in utilities, infrastructure, telecommunications, transport, local government, or other complex operational environments is an advantage.
• Availability for occasional evening and weekend work to support customer engagement and storm response activities.

Why Vector

• Access to a broad benefits package designed to support wellbeing, future security, and personal and professional growth.
• Opportunities to progress internally, supported by tailored development plans and investment in learning.
• Exposure to innovation and collaboration with leading organisations around the world on new technologies.

Additional information

Applications close on Tuesday 4 August, although interviews may take place sooner, so early applications are encouraged.

Candidates are encouraged to apply even if they do not meet every requirement, provided the role is of interest and their experience, enthusiasm, and perspective could add value.

Vector welcomes people from all backgrounds, experiences, identities, and abilities.