Customer Experience Call Investigator

About Spark New Zealand and the Role

Spark New Zealand is the country's largest telecommunications and digital services provider, delivering mobile, broadband, and digital solutions to millions of customers and numerous businesses nationwide. Operating in a dynamic and rapidly evolving sector, Spark embraces Agile methodologies to maintain a collaborative, transparent, and efficient work environment that empowers teams to meet customers' changing needs effectively.

We are currently seeking a dedicated individual to join our vibrant and motivated team as a full-time Call Investigator at our Call Investigation Centre in Wellington.

Key Responsibilities

• Manage Personal Information Requests relating to data held by Spark.
• Handle requests from Government Agencies that are mandated under legislation.
• Conduct investigations into reported unwanted calls and text messaging activities.
• Investigate instances of scam calls and scam text messages.

Candidate Profile and Experience

• Strong analytical skills with the ability to ask pertinent questions to investigate and resolve issues.
• Adaptability and collaborative spirit, coupled with self-motivation.
• Ability to remain composed and empathetic when dealing with individuals under stressful circumstances.
• Willingness to seek assistance when necessary.
• Effective prioritization and time management skills.
• Interest in contributing to investigations that assist Police and Government departments.

Diversity, Inclusion, and Sustainability

Within Spark Business Group, fostering a diverse and inclusive workplace is integral to our culture. Our goal is to embed diversity and inclusion into everyday practices so employees feel safe and valued regardless of gender, ethnicity, orientation, age, or ability.

Sustainability is a core value, with a commitment to supporting New Zealand’s economic recovery and digital equity, guided by principles of fairness and partnership.

Benefits

• Comprehensive wellbeing support including medical insurance, life and income protection, wellbeing coaching, employee assistance programs, and specialized clinical care through the Mahi Tahi Wellness program.
• Generous leave provisions: four weeks annual leave plus options for purchased leave, enhanced parental leave, and study leave.
• Monthly $150 Spark credit for permanent employees to use on Spark’s products.
• Opportunity to participate in the Spark Share scheme at intervals.
• Extensive career development opportunities across the Spark group.

Additional Information

Applicants must be based in New Zealand and possess permanent residency, citizenship, or a valid work visa with at least 18 months remaining due to the nature and urgency of the role. Applications are reviewed on a rolling basis, and interested candidates should apply promptly.