Customer Experience Operations Specialist

Nova is part of the family-owned Todd Corporation, one of New Zealand’s largest and most successful companies. We’re the ones who supply great value energy, broadband and mobile services to all kinds of Kiwi homes and businesses.

Step into a key operational position where you can shape everyday experiences for our Prepay customers while keeping operational systems running smoothly.

This is a full-time, 40-hour per week role between 8:30am–5.30pm, Monday to Friday. No late nights. No weekends. Just work-life balance done right.

About the Role
 
You will oversee the daily flow of prepay data, keep an eye on metering performance, and directly resolve complex customer inquiries for the Wise Prepay Call Centre. It’s a balanced mix of hands-on technical oversight, system monitoring, and looking after people every single day.
  
Every day will bring variety as you:

• Track prepay data daily to handle payment reconciliations, guide disconnection decisioning, and monitor overall metering reliability.
• Answer advanced customer inquiries, resolve complex issues, and guide transactions with clarity and care.
• Maintain accurate customer records in the CRM system after every interaction to support retention and operational insights.
• Identify policy or regulatory compliance issues, escalating concerns through the right channels when necessary.

We’re serious about career growth. Many of our Customer Experience Agents have progressed into specialised roles and leadership opportunities across the business, making this an excellent stepping stone for long-term development.
  
About you
You take a practical, helpful approach to solving problems and genuinely enjoy making things easier for customers, even when situations get tricky. You are comfortable working with systems, data, and processes, but you never lose sight of the person on the other end of the line. Flexible and clear in how you communicate, you take pride in doing a great job and keeping things running smoothly for the team.
  
You’ll bring:

• Excellent communication skills, both verbal and written.
• Practical experience working in customer support roles and following operational processes. Comfort managing customer records in CRM tools and pulling basic data reports.
• Good judgment when reviewing tricky situations, making sound calls, and resolving issues.
• Relevant post-secondary training or equivalent real-world experience.

More about the teams
Our Customer Experience teams are based in Tauranga and Wellington, and we’re known for bringing energy, positivity, and personality to everything we do. We work hard, support each other, celebrate achievements, and genuinely enjoy spending time together, whether that's sharing lunch, joining social club events, or taking part in team activities. You'll be joining a vibrant, diverse group of people who are friendly, curious, and supportive.
  
You’ll be joining a vibrant, diverse group of people who are friendly, curious, collaborative, and always up for a laugh. It’s the kind of team where you can be yourself, feel supported, and enjoy coming to work each day.

What We Can Offer You

• Competitive remuneration with a discretionary performance-based bonus.
• Flexible working arrangements.
• Access to our employee discount scheme, offering savings on electricity, natural gas, broad-band and mobile services.
• Employee discount programme (Todd Perks), free eye checks, discounted gym, fuel savings and other services.
• Generous leave provisions, including 3 days office closure leave and the ability to purchase more leave if needed.
• Enhanced parental leave for new parents, including top-ups of government parental leave payments for primary carers & additional leave provision for partners.
• Annual health checks, mole maps, flu vaccinations and mental health support with Clearhead.
• In-house leadership and development programmes, coaching and mentoring available and support for external studies.
• Fun Cultural Calendar & social club activities

Application process:

• Please click 'apply' to submit your application via the Seek advert.
• This role will close on 2 September 2026 however, we will be reviewing applications as they come in to start the recruitment process.
• Due to immigration requirements, we are only accepting applications from those who have current work rights in New Zealand right now.
• Please note that you may not receive notification of the outcome of your application until the vacancy has closed, and we have completed the shortlisting process.

Join our dedicated team and grow your career in a supportive and inclusive environment where we value diversity and encourage you to be your authentic self throughout the recruitment process. Please don't hesitate to share any specific needs or ways we can assist and support you throughout this process.