Wai Hononga - Customer Services Lead

Customer Services Lead - Wai Hononga Water Services Limited

Wai Hononga Water Services Limited is a new Water Services Council Controlled Organisation (WSCCO) established under the Local Government (Water Services) Act 2025, owned 100% by New Plymouth District Council (NPDC). It will be responsible for the delivery of water services (two waters - drinking and wastewater) to the New Plymouth region.

We are seeking an experienced Customer Services Lead to lead the development of Wai Hononga's customer strategy, service standards and customer operating model, and help shape how we engage with and deliver services to our customers and communities in the future. Based in New Plymouth, this role offers the opportunity to combine strategic leadership with the rare experience of helping establish a new public water services organisation from the ground up.

About the role

Reporting to the Manager Partnerships & Performance, the Customer Services Lead will play a key role in shaping how Wai Hononga delivers trusted, customer-centred services.

The role provides strategic leadership across customer experience, engagement, billing services, customer insights and continuous service improvement. During establishment, you will work closely with NPDC and other service providers to oversee customer services delivered through Service Agreements, while progressively developing Wai Hononga's future customer capability and operating model.

Key accountabilities

• Lead Wai Hononga's customer strategy, service standards and customer operating model.
• Lead customer experience, engagement, insights and continuous service improvement.
• Provide strategic oversight of customer services and billing arrangements, including services delivered through NPDC.
• Establish customer performance measures and use customer insights to inform service and investment decisions.
• Build strong relationships across Wai Hononga, NPDC, customers, communities and other key stakeholders.

About you

You are an experienced customer leader who can think strategically while remaining strongly connected to what good service looks like for customers and communities. You are comfortable working across organisational boundaries, influencing senior leaders and service providers, and turning customer expectations and insights into practical improvements.

You will bring:

• Leadership experience across customer services, customer experience or service delivery in a complex organisation.
• Experience developing customer strategies, service standards and improving customer outcomes.
• Strong strategic, relationship management, influencing and communication skills.
• Experience working with service delivery arrangements, partnerships or shared services.
• Experience in local government, infrastructure, utilities, regulated environments or organisational transition would be an advantage, as will commercial experience.