Billing and Payments Team Leader

Billing and Payments Team Leader Location: Central Auckland He kōrero mō mātou | About Watercare Ki te ora te wai, ka ora te whenua, ka ora te tangata When the water is healthy, the land and the people are healthy Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day! He whakamārama mō te tūranga mahi | About the role This opportunity has arisen due to internal movement and offers an experienced leader the chance to step into the role of Customer Solutions Team Leader – Billing & Payments, leading one of our customer-focused billing and payments teams during an important period. In this role, you will oversee the day-to-day operations of our Meter to Cash processes for residential  customers, ensuring accuracy, timeliness, and a consistently high standard of service. You’ll lead, coach and develop a team of Customer Champions, manage escalations, drive team performance, and support continuous improvement across billing, payments, credit functions, and customer interaction channels. Working closely with senior leaders and specialists across the business, you’ll play a key role in maintaining seamless operations while identifying opportunities to enhance how we deliver for Auckland’s customers. What you’ll be doing Lead, coach and develop a customer team to achieve performance expectations. Review daily performance and create actionable plans to support service excellence. Oversee billing, payments, credit functions and revenue collection processes. Resolve escalated or complex customer enquiries. Identify trends, risks and improvement opportunities. Collaborate across Workforce, Digital and People & Capability on operations, systems and staffing. Support delivery of system training, enhancements and continuous improvement projects. Promote a strong safety and customer‑centred culture. Ngā pūkenga e rapu nei mātou | About you You’re an adaptable, confident leader ready to contribute quickly in a fast‑paced environment. You will have: 5+ years’ people leadership experience. 5+ years’ experience in a high‑volume, multi‑channel contact centre. Relevant tertiary qualification in business administration (or equivalent). Working knowledge of billing engines, CRM systems, contact centre telephony and MS Office. General understanding of the New Zealand water industry. Strong coaching, communication and problem‑solving skills. A customer‑first mindset and ability to stay composed under pressure. Ngā hua mōu | What's in it for you We offer a competitive salary and staff benefits package including: •    Training and development opportunities •    Life and income protection insurance plans •    Generous parental leave •    Employee discounts at a range of large retailers Me pēhea te tono mai | How to Apply Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - careers.watercare.co.nz.