This position sits within the Infrastructure and Assets Group who, from planning to maintenance, are dedicated to delivering resilient infrastructure and services that enrich lives today and ensure a thriving future for our community.

He angituutanga: The opportunity 

In this role you will act as the voice of the customer when managing requests from the community. You will be joining a newly established team with a community focused mindset who are focused on providing improved experiences and outcomes for people.

Reporting to the Customer Experience Team Lead, this role is all about supporting Hamilton City Council to deliver on our mission to become the leading community focused. Working within the Infrastructure and Assets group, you will be in a position to support the delivery of key transport, water and rubbish and recycling services that the community rely upon for their wellbeing and enjoyment.

The role requires providing a high level of customer service in response to requests from our community. Although the role is primarily office based and focused on managing customer requests, there are opportunities to assist the wider Customer Experience Team with building relationships and establish a community presence on planned infrastructure renewals and upgrades.

As an Infrastructure Customer Officer, you are expected to promote the growth of a customer centric culture within Council. You will be able to shape and influence the way staff approach customer requests and identify opportunities to improve our way of working for the benefit of the community.

The initial focus for this role will be to support both transport and rubbish and recycling customer requests within the Infrastructure and Assets group. A combination of experience, knowledge or passion for these activities will benefit you in this role.

What does a day in this job look like?

• Triaging customer requests and assigning them to the correct team.
• Keeping customers informed as their requests are progressed.
• Working with technical experts to communicate outcomes to customers.
• Storing information in our customer request system.
• Supporting staff to learn new systems and processes.
• Identifying opportunities to improve our way of working for the benefit of the community.
• Supporting the Customer Experience Team with community engagement initiatives such as letter printing, letter delivery and door knocking.

Oo puumanawa me oo wheako | Your skills and experience

• Three years’ experience in a customer service or call centre role.
• Experience using customer request management systems.
• Excellent communication skills – whether via email, over the phone or in person.
• Relationship building, with the capability to adapt to different ways of working with a diverse range of teams.
• Methodical, attentive to detail and committed to producing high quality work.
• Sound judgement, critical thinking skills and not afraid to ask questions.
• A willingness to learn and an interest in understanding how things work.
• Flexibility to support the wider team with their tasks.

He aha te wariu o te utu kaimahi? | What’s the salary? 

Circa $60K dependent on skills and experience.

Ngaa waahi whakarato painga kei a maatou: What we offer 

• Flexible by choice; an award-winning flexible working policy.
• Opportunities for professional development.
• Two Wellbeing days per year.
• Free health insurance through Unimed including hospital/surgery grade cover and discounted. membership rates for family members.
• Free annual health checks and flu vaccination.
• Ability to purchase additional annual leave.
• Eye testing/glasses cost reimbursement.
• Discounted purchases from local businesses; gym memberships, cafes, dentists, hairdressers and many more.

Me Tono Inaaianei!: Apply Now! 

• View the position description.
• Click apply.
• ​Complete your application.

If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file. Alternatively, you can use the 'Write a message to the Hiring Team' text box.

Applications close on the: 30/05/2025

Note: We will be shortlisting as we receive applications.

Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.

All candidates will be notified of the outcome on their application via email. Short-listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here

It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.

As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.

This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.