We’re looking for a dedicated Customer Excellence Representative to join our high-performing Customer Excellence Team

About the Role:
In this role, you’ll be the first point of contact for customers seeking support or services across our electricity and fibre networks. You'll play a key part in delivering outstanding customer experiences while helping New Zealand homes, businesses, and communities stay powered and connected.

- Communicate with customers via phone, email, online channels, and occasionally face‑to‑face
- Provide accurate, timely advice on new connections, service requests, outages, and general enquiries
- Guide customers through the new connection process and keep them updated on progress
- Work closely with internal teams, contractors, retailers, developers, and other stakeholders to ensure smooth service delivery
- Help monitor service levels and support reporting on KPIs and SLAs
- Assist with retailer and service provider engagements
- Support the resolution of customer feedback or complaints within required timeframes
- Contribute to continuous improvement across processes, systems, and customer experience
- This is a fast-paced, people-focused role where you'll take ownership of your work while collaborating with a wide range of teams across the business. No two days are the same

About You:
- Experience in customer-facing roles, ideally in fast-paced or complex environments
- Has worked in a similar industry such as electricity and/or fibre (preferred)
- Strong communication and phone answering skills
- Confidence handling challenging conversations when needed
- Experience using CRM systems and business support tools (SharePoint, Word, Excel, Salesforce)
- A genuine passion for delivering exceptional customer service

What’s in it for you?
- Competitive remuneration.
- An in-house well-being programme, a peer support network (Kaitiaki) and EAP services.
- Life Insurance and group discounted medical insurance.
- Commitment to professional growth and development.
- A friendly workplace where people are valued and appreciated.
- Family-friendly events and discounted gym membership along with various retail discounts.

About us:
Northpower is an electricity and fibre network provider for Whangārei and Kaipara, with more than 60,000 connected customers.
We are one of the largest multi-utility contractors in New Zealand, servicing the needs of clients in transmission, distribution, generation, fibre, renewables, and commercial sectors. We have a reputation for excellence and innovation, providing commercially viable solutions for electrical and telecommunication design, construction, and maintenance requirements.

We have over 1,400 staff working together across 16 locations to keep the power on and the lights going for our customers.

Join a team that keeps Aotearoa connected

Apply now via #REQ1927

New Zealand work rights are required for the role.

Pre-employment checks will include a criminal history check, drug and alcohol testing, and a medical assessment.