Customer Insight 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 Aotearoa for generations to come.

Come join us

We welcome you to join us on our journey to a healthy environment that benefits us all.

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 four teams within the Corporate Services Group. These are:

• Information Management and Technology
• Finance and Business Services
• People and Capability
• Communications, Customer and Official Correspondence

This role sits within the Communications, Customer and Official Correspondence team.

Our work aims to inspire action and empower people to protect themselves and the environment.

About the role | Mō te tūnga

We’re looking for someone to be a champion for our customers and bring their voice to life within the EPA. This role will offer plenty of scope to help us further design and improve our systems and processes to make sure we’re delivering the best service to our customers. We will provide you with training in a wide range of areas that EPA regulates, such as the Emissions Trading Scheme (ETS) and Hazardous Substances.

We’d love you to bring your enthusiasm for continuous improvement as we’ll be looking to you to help us understand why our customers are calling, to identify contact themes or emerging issues and to use these insights so we can improve our online tools, processes and services.

A key part of this role includes answering calls and emails from our customers on a range of topics we regulate. You’ll also use insights to help us improve our overall customer experience. There will also be opportunities to flex and extend your skills by supporting other work in the Communications, Customer and Official Correspondence Team, and across the EPA.

About you | Mōhou ake

We don't expect you to know everything from day one, but we’d love our successful candidate to possess some of the following skills and attributes:

• A passion for designing and delivering great customer experiences
• An analytical mind
• Have a strong ability to build and maintain effective working relationships
• A proactive approach with use of initiative and strong work ethic
• Strong verbal and written communication
• Science, communications, or other relevant tertiary-level qualification (advantageous but not essential)

This position may suit someone who’s looking to get their foot in the door of an organisation with scientific experts and professionals with this same shared vision; or you may be seasoned in offering exceptional customer service; either way we would be delighted to hear from you.

What’s in it for you | Ngā āhuatanga kei a mātou

There are extra benefits to working at the EPA:

• flexible working culture
• three paid ‘Board holidays’ in addition to four weeks’ annual leave
• $400 gross payment to help you set up working at home”
• an annual paid EPA Environment Day to support the community with environmental initiatives
• learning opportunities, including the annual EPA Symposium
• active and lively social club, and diverse groups and support networks
• EPA awards recognising individual and team effort
• relocation help for those moving to New Zealand from overseas.

Salary range

$57,824 - $80,153 per annum (midpoint $66,794).
This is the full salary range. Appointments are made within the range depending on skills and experience.

How to apply | Me pēhea te tuku tono

Apply directly by completing the online application form and submitting your CV and cover letter.

Please note: your cover letter will form a key part of our assessment process. Please highlight how your experience relates to the requirements for this role and tell us about you, your values and/or whakapapa and motivations for the role.

View the Position Description for further information, contact recruit@epa.govt.nz or check out the careers section of our website www.epa.govt.nz/careers.

Applications close | Rā Katinga 5.00 pm, Friday 1 November 2024.

• We will review applications as they are submitted and may begin our selection process prior to the end of the application stage