Contact Energy is hiring a

Customer Wellbeing Manager

Wellington, New Zealand
Full-Time

If you have a passion for people, wellbeing and community, join us in a new and pivotal role as Customer Wellbeing Manager, where you'll lead Contact's strategy in fostering customer wellbeing and managing energy hardship and debt.

 

Through proactive customer engagement, community building efforts, and strategic advocacy, you'll champion a culture where customers feel valued, heard, and supported.

 

Acting as a crucial liaison between Contact, our customers and the community, you'll advocate for customer needs, build strong connections, and lead initiatives that ensure the welfare of our customers remains paramount.

 

With a focus on regulatory compliance and change management, you'll navigate the complexities of a customer-facing business, including managing debt book performance and related financial planning, and ensuring adherence to customer care guidelines.

 

As part of our team, you'll stay ahead of industry practices, leverage market insights, and collaborate closely with internal and external stakeholders to align customer wellbeing strategies with Contact's overarching goals.

 

If you're serious about making a positive impact and driving meaningful change, join us in leading the way in customer wellbeing. 

The type of skills and experience you’ll bring to the role

  • A bachelor’s degree in a relevant field (e.g., communications, marketing, finance, psychology, or customer experience) or equivalent work experience.
  • 5-10 years leading operational teams in complex environments.
  • Proven experience in customer relationship management, community engagement, or customer support roles.
  • Excellent communication skills, both written and verbal, with the ability to effectively engage and empathise with diverse customer communities.
  • Strong interpersonal skills and the ability to build positive relationships with customers, stakeholders, and cross-functional teams.
  • Analytical mindset with the ability to collect, analyse, and interpret customer data and feedback to drive actionable insights.
  • Exceptional problem-solving skills and the ability to handle customer concerns and difficult situations with empathy and professionalism.
  • Familiarity with online community management platforms, social media platforms, and customer support tools.
  • Passion for customer wellbeing, community building, and enhancing the overall customer experience.
  • Flexibility to adapt to changing priorities, handle multiple projects simultaneously, and work in a fast-paced environment.

There are a bunch of perks to being a permanent Contact kaimahi (employee). Along with great leadership, teammates, development, and growth and progression opportunities, you’ll enjoy flexible working, free health insurance cover, better-than-your-average leave, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set up & wellbeing, a trail-blazing parental leave policy, discounts on Contact Energy products, and more.

Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero.

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