Customer Experience Officer/Representative

Looking for a role where no two days are quite the same? We're on the hunt for a Customer Experience Representative who loves helping people, solving problems, and making things easier for customers.

As part of our Customer Experience team, you’ll be one of the first people our community connects with when they need support from Council. This is a fixed-term role (12 months) working 36 hours per week, where you'll play an important part in delivering exceptional service and helping people access the information and services they need. Based on the position description, the role sits within the Strategy & Community Group and reports to the Manager Customer Experience.

About the gig
We're looking for someone who genuinely enjoys working with people and takes pride in delivering great service.

In this role you'll be helping customers over the phone, online and in person, answering questions, providing information, processing requests, and making sure enquiries are followed through from start to finish. You'll work closely with teams across Council to connect customers with the right people and ensure issues are resolved efficiently.

You'll also support a range of administrative and customer service functions including maintaining accurate records, processing service requests, handling customer transactions, supporting internal teams, and assisting with invoice and purchase order processing. Keeping information accurate, organised and easy to access is an important part of the role.

We're a small organisation, which means you'll get plenty of variety and opportunities to contribute beyond your day-to-day responsibilities. You'll be encouraged to share ideas, look for improvements, and help us continue delivering great experiences for our community. If you want to know more about the position, read the position description here.

A bit about you
You don't need to tick every box, but we'd love to hear from you if you have:

• Experience working in a customer-focused environment.
• Excellent communication skills and the ability to connect with a wide range of people.
• Strong computer skills and confidence learning new systems.
• Great attention to detail and a knack for keeping things organised.
• The ability to prioritise your workload and work effectively as part of a team.
• A calm, positive approach when things get busy.
• A willingness to learn, share ideas, and continuously improve.
• An understanding of, experience with, or enthusiasm for engaging with iwi, hapū, marae and hapori Māori partners.
• A commitment to working in a culturally competent and inclusive way.

The perks
The pay for this role is between $56,931 and $66,978 a year, depending on your skills and experience. We’ll make sure it’s a fair reflection of what you bring to the role.

Working at Ōtorohanga District Council means joining a tight‑knit crew who care about the community and each other. Here’s what you’ll enjoy:

• A supportive, down‑to‑earth team culture
• $200 annual wellness benefit (treat yourself!)
• Handy location with great lunch spots nearby
• Training for civil emergency response (you’ll be a local hero!)
• And plenty more good stuff…

About us
We’re proud to serve a district that’s full of character – from the rugged coastlines of Kāwhia and Aotea to the peaceful waters of Lake Arapuni. Our patch covers 1976 square kilometres of natural beauty, rural charm and two buzzing townships – Ōtorohanga and Kāwhia.

We’re here to make life better for our people – socially, economically, environmentally and culturally.

Ready to apply?
If this sounds like your kind of role, hit ‘Apply’ now! Applications close 5pm, 21 August 2026.

Got questions or want to chat confidentially? Reach out to Sharen Webster-Fuatai, Manager Customer Experience, on [027 284 7172](tel:027 284 7172).

Please note: We’re unable to support candidates requiring visas with an accredited employer with Immigration New Zealand.

Ōtorohanga District Council is a place where everyone’s welcome. No matter your background or how you identify – if this role excites you, we’d love to hear from you.