Customer Experience Advisor

Our purpose | To tatou kaupapa 

We are the Environmental Protection Authority (EPA), Aotearoa New Zealand’s independent environmental regulator. Our role is important: to help protect our country’s unique way of life by looking out for the health of its environment, its economy and its people.  

Our kaupapa is about making the right decisions based on evidence, mātauranga, and science. At the EPA, we encourage big ideas and bold goals.  

What we achieve today helps shape the future of New Zealand for generations to come.  

Jump in the waka - make history with us. 

About our group | Mō te roopu 

The Corporate Services Group works in close partnership with the wider business to lead, support, and enable the EPA to achieve its strategic intentions and effectively and efficiently deliver its core functions.  

There are five key functions within the Corporate Services Group. These are:  Information Management and Technology, People and Capability, Communications and Customer, Finance and Business Services and Enterprise Projects.   

Communications and Customer provides leadership and support in the areas of external communications and media management, corporate communications and publications, ministerial and government engagement, and information with the public through official correspondence and customer contact centre.  

There are two teams within Communications and Customer: the Communications team and the Customer Experience team. This role sits within the Customer Experience team.  

About the role | Mō te tūnga  

This is a full-time role is based in our Wellington office. While we're happy to consider work-from-home arrangements, this role is not designed for full-time remote working.  

This is a customer contact role with plenty of variety, problem-solving, and chance to make a real difference. You’ll be part of a small, supportive team that helps people connect with the EPA and find the right information. 

You’ll answer a range of queries, using good judgement and sound customer service practice to work out what’s needed and help people move forward.

A big part of the role is noticing trends from what customers are telling us. You’ll support the contact centre kaimahi to collect robust data, then use your analysis skills to look for customer insights. The Customer Experience team works together to help turn those insights into practical improvements. 

You’ll also help keep the contact centre running well day-to-day. While you won’t manage people, you will be an important point of support for others in the contact centre. You'll take an active interest in service quality and workload across the team, helping identify issues early, coordinating practical solutions, and supporting the team to deliver a consistently high standard of service. 

You’ll also help guide good practice, share knowledge, support less experienced kaimahi, and act as a first point of escalation when enquiries need an extra level of care.