Trustpower Limited Hiring for Customer Engagement Consultant Job at Auckland Full Time

In May 2022 we became New Zealand’s biggest electricity retailer when we joined forces with Trustpower and became a truly multi-product utility provider adding additional services including broadband and mobile. Our business model – shaping tomorrow – is to be an adaptive and resilient organisation, responsive to future needs. We are advocates of providing our people to take up opportunities through internal movement while we a leading role in New Zealand’s transition to a low carbon and sustainable economy.

Our Opportunity:

Due to internal promotions and growing opportunities, we are looking for a number of people who are passionate and customer service champions to look after our customers.

This is an ideal place to start your career at Mercury, giving you exposure to learn about the various facets of the business. You’ll get to use your excellent problem solving skills and radiant personality – and have the chance to make our customers’ day.

We are currently recruiting for 5 of the following part time positions, please indicate in your application which of these you would like to be considered for:

• 10AM – 2PM, Monday to Friday
• 10AM – 3PM, Monday to Friday
• 11AM – 3PM, Monday to Friday
• 8 hours shifts between the hours of 7.30AM and 8.30PM as required, Monday, Tuesday, Friday
• 8 hours shifts between the hours of 7.30AM and 8.30PM as required, Monday, Wednesday, Friday

What you will be doing:

• Assist with a variety of enquiries such as helping customers understand their bills, moving services, reporting faults and everything in between
• Investigate queries with other departments to ensure a wonderful resolution for our customers
• Keeping up to date with product and company knowledge, and other duties as assigned

We are looking for:

• Experience in a customer service environment, whether that’s retail, reception, contact centre / call centre, or hospitality
• The ability to look at the big picture and use creative problem solving
• Intermediate computer skills, and the ability to learn new programs and databases, and move fluidly between them
• Comfortable working to a schedule/rostered environment
• A strong communicator with the ability to bounce back from challenging conversations
• A friendly and professional attitude is a must!

What’s in it for you?

• Flexible work environment / work from home – once you are established in your role there is flexibility to work some shifts from home
• A fantastic and diverse workplace – you’ll get to work with some pretty cool people!
• On top of your 4 weeks annual leave, we offer an additional 5 days leave (My days) to our people each year!
• Focus on your wellbeing, including free life and income insurance, discounted health insurance and up to $100 towards your annual check up with your doctor
• You will be provided with a work laptop, as well as a $400 one off tax-free payment towards setting up your home office
• Many opportunities to connect outside your normal role and responsibilities by joining any of our internal community groups such as Te Ao Māori Ki Mercury, Pride Network and more
• You can further grow your network through other initiatives such as Coffee Connect (where you connect with a random colleague in the business for coffee – obvs) or Skill Share (where you provide your diverse range of skills and talents to support other projects going on in the business)
• The opportunities, career paths and facilities associated with working for one of New Zealand’s largest energy providers

Key things to know:

• These roles are based in our Newmarket office, with flexibility for some shifts to be worked from home once established in your role
• Your induction will consist of a 3-week training period with your new whānau, which will give you the opportunity to learn about all of our great products and listen to some of our established agents kōrero with our customers, before you take your own first calls supported by your trainers and mentors. Induction training will be full time between the hours of 8.30AM and 5PM, Monday to Friday. Please keep this in mind when considering the start date.
• The start date for this role is 27 February, you will need to be available to commence the role on this date.

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you have a passion for creating Energy Freedom and want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren’t sure if you meet all of the criteria.

A full position description is available below. Applications close Applications close Friday 10th February 2023. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.