Te Tākinatanga - Our Story 

At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities.

We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working (mahi). Our ambition is simple: to leave Aotearoa better than we found it.

Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we touch lives to make life better.

Supporting customers through payment challenges is an important part of delivering great customer outcomes at Contact. As part of our Revenue Resilience and Performance team, this role helps us better understand customer behaviours, improve how we approach collections and recovery activity, and identify opportunities that support both customers and sustainable commercial performance.

This is mahi that blends insight, care and performance. You’ll help turn data into practical recommendations, support better decision making across the function, and contribute to a collections approach that remains customer-focused and effective.  

Te Whiwhinga mahi | The Opportunity 

As a Credit and Performance Specialist, you’ll help our Credit and Performance team understand collections and recovery performance through analysis, reporting and insight-led recommendations. You’ll use data to identify trends, evaluate performance and support initiatives that improve customer engagement, operational effectiveness and revenue resilience.

Working closely with operational teams, analytics partners, external providers and internal stakeholders, you’ll support positive customer outcomes while contributing to sustainable commercial performance across residential and commercial customer portfolios.

Day-to-day, you will:

• Monitor collections, recovery and customer portfolio performance, identifying trends, risks and opportunities that help the team understand what is working and where improvements can be made.
• Prepare reporting, dashboards and performance insights that support operational and business decision making.
• Support the development and refinement of collections treatments, customer contact journeys and recovery activities, with a focus on effective and customer-aware outcomes.
• Analyse the effectiveness of customer communications and engagement approaches across multiple channels.
• Provide insights and recommendations that help improve customer and business outcomes, including through testing, analysis and continuous improvement activity.
• Support compliance with regulatory obligations, customer care standards and internal policies.
• Help identify emerging trends relating to customer payment behaviours, hardship and vulnerability.
• Support the monitoring and review of third-party collections and recovery partner performance.
• Contribute to projects, process improvements and technology initiatives that support team performance and customer outcomes.

Ko wai koe | About You   

You’ll bring curiosity, analytical thinking and a customer-focused mindset to work that has both people and performance at its centre. You’ll enjoy working with data, spotting patterns, asking good questions and turning information into recommendations that are clear, practical and useful.

You’re someone we’d love to see apply if you bring:

• Experience in collections, customer operations, data analysis, customer communications, revenue assurance or a related role (experience in utilities or financial services is an advantage, but not essential!).
• Strong analytical capability, including the ability to interpret data, identify trends and generate insights that support business decision making.
• Experience preparing reports, dashboards or performance insights using tools such as Power BI, Tableau, Excel, SQL or similar platforms.
• An understanding of collections and recovery processes, customer payment behaviours and customer engagement approaches.
• The ability to evaluate performance, identify improvement opportunities and contribute to continuous improvement initiatives.
• Clear written and verbal communication skills, with the confidence to present information simply and build positive working relationships across teams.
• Good planning, organisation and prioritisation skills, including the ability to manage competing demands and follow through on commitments.
• Sound judgement, attention to detail and an interest in using technology, automation and AI-enabled tools to improve efficiency and effectiveness.

Additional Information 

If you're looking for a role where data, customer outcomes and continuous improvement come together, this is an opportunity to make a meaningful impact while growing your career in a supportive, future-focused team.

We support flexible working where it works for the individual, the team and the business. Our main hubs are in Wellington, Auckland and Tauranga, and this role is best suited to someone who can work flexibly from one of these locations to enable strong in person connection and collaboration. While we do have smaller sites across other centres of Aotearoa, proximity to a main hub is important for this role.

Contact is not a place you’ll stagnate. We’re growing, evolving, and investing in our people. We also offer a bunch of other perks like free health insurance cover, boosted KiwiSaver, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set up & wellbeing, a trail-blazing parental leave policy, twice yearly payments towards our products if you’re a Contact customer, and more!

Applications close on Thursday 20th August. But just like peak demand, great talent surges early, so if this role sparks your interest, power up your application now!

We love a good story at Contact, it’s what keeps our energy flowing! If you’ve got one that connects with this role, send it our way.

Here at Contact Energy (Te Mata Hiko), we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences.

We’re committed to creating a workplace where everyone feels valued, respected, and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand.

We have a rich community of talented people that we support to thrive at Contact.

Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand, ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way.

The wellbeing of our kaimahi is super important to us.

We use employee insights to offer a range of initiatives and resources to support physical, mental, financial and emotional wellbeing – including flexible working arrangements, employee network groups and a market-leading parental leave policy.

At Te Mata Hiko, we want everyone to thrive. We welcome applicants far and wide - of every age, stage, background, and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills.

Please note, only candidates with the right to live and work in New Zealand will be considered for this role.

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.

Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.