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Manager Customer Experience
Napier City Council
Lead and manage customer-focused initiatives and team for water services at Napier City Council, ensuring high-quality service, smooth processes, and regulatory compliance.
23d ago
NZ$130,100 - NZ$153,100
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Napier, Hawke's Bay, New Zealand
Hybrid
Company Size
351 Employees
Service Specialisms
Urban Planning
Public Works
Parks and Recreation
Environmental Services
Transport Planning
Community Development
Waste Management
Public Health
Sector Specialisms
City Planning
Public Safety
Emergency Management
Environmental Management
Community Development
Resource Consents
Building Consents
Cemetery Management
Role
What you would be doing
water connections
reporting
customer engagement
team leadership
- Manage new water connections, technical enquiries, and regulatory compliance, ensuring smooth service outcomes.
- Support administrative and reporting functions across Water Services, driving efficiency and continuous improvement.
- Oversee customer communications, marketing initiatives, and engagement with residents, developers, and contractors.
- Lead the customer services team, managing daily service delivery, staff coaching, and process improvements.
What you bring
leadership
strategic thinking
qualifications
compliance
communication
te reo māori
- Proven leadership experience, ideally in technical or regulatory environments, with a strong customer service focus.
- Strategic thinker with a focus on outcomes, continuous improvement, and sound knowledge of water services, regulatory frameworks, and compliance requirements.
- Degree or qualification in Business Management, Communications, Engineering, or Water Services, with 7+ years’ experience in marketing, administration, or technical service delivery.
- Te Reo Māori language classes
- Excellent communication and interpersonal skills, with demonstrated expertise in relationship management.
- Ka Awatea Cultural Wānanga + NCC Kapa Haka
- Retailer Discounts + Study assistance
- Employee Assistance Program (OCP)
- 5 weeks annual leave after 2 years service
- Discounted Health Insurance Work Scheme + Eye Test Subsidy
- Quarterly values awards + Birthday vouchers + Social club
- Free flu vaccinations (annual)
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- drug testing
- health screening (if required)
Company
Overview
Founded in 1950
Local Governing Body Established
The governing body was established in 1950 to oversee civic services and infrastructure across the region.
1931 Earthquake
Rebuilt in Art Deco Style
The city was historically reborn in Art Deco style after the devastating 1931 earthquake, defining its distinct heritage.
1930s Art Deco
Historic Cityscape
Napier boasts an almost intact Art Deco cityscape from the 1930s, rare globally and central to its identity.
- Oversees civic services and infrastructure across suburbs like Taradale, Ahuriri, and Onekawa.
- Guides urban planning, building consents, and three‑waters systems while maintaining roads, parks, libraries, and recreational facilities.
- Supports tourism and community projects, including Aquatic Centre upgrades, Art Deco festivals, and aquarium development.
- Provides specialist services such as three‑waters management, environmental health, emergency preparedness, building, and planning control.
- Steers major infrastructure programs like road maintenance, water services, and public amenity enhancements across Napier.
- Blends municipal management with event support and cultural attractions, shaping Napier as a warm, vibrant regional capital.
- We are committed to delivering great service to our community, ensuring the best possible experience for everyone.
- We focus on innovation and continuous improvement, constantly finding better ways of doing things.
- We work collaboratively, valuing the input and expertise of our team members and the community.
- We respect and care for people and the environment in all that we do.
- We are accountable, acting with integrity and transparency in everything we do.
2050 net zero
Carbon Neutrality Goal
The council aims to achieve net zero emissions by 2050 through various sustainability initiatives.
- The council has implemented energy-efficient buildings and waste minimization programs to reduce its carbon footprint.
- Sustainable transport, energy solutions, and waste management are key strategies for reducing greenhouse gas emissions.
- Efforts are ongoing to improve water quality and biodiversity, including projects to protect local waterways and natural habitats.
- The city is planting more trees to increase green spaces and combat climate change.
- strives to create an inclusive workplace where all employees feel valued and respected.
- has clear goals for increasing gender equality and diversity in leadership positions.
- has implemented initiatives to ensure equitable hiring practices and career development opportunities for all staff.
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