Senior Customer Resolutions Specialist

Culture that powers progress

At Vector our culture is more than just words its how we connect collaborate and make a difference every day. Its built on a shared commitment to inclusion innovation and creativity shaping not just how we operate but how we power Auckland and create a new energy future.

Heres what our people have to say about life at Vector.

Our culture sets us apart

• Diversity makes us stronger We encourage our people to bring their whole selves to work embracing ideas that challenge inspire and drive change
• Connected to our communities Were united around delivering exceptional customer outcomes. We dont just power homes we support lives respond in times of need and help shape a cleaner energy future
• Passionate about what we do - We take pride in keeping the lights on across Auckland connecting families and driving industry transformation and are excited about the legacy were building a smarter cleaner energy future
• A diverse culture of staff-led networks and celebrations Were proud of our staff-led networks and of our growing cultural calendar of events and celebrations across the year from Matariki and Lunar New Year to Diwali and Eid.

The role

As a Senior Customer Resolutions Specialist youll be a senior member of our Customer Resolutions team responsible for managing complex escalated and sensitive customer complaints. Youll investigate issues thoroughly work across the business to understand whats happened and deliver fair timely outcomes that restore customer trust and meet our regulatory and service standards. This role balances handson case management with acting as an escalation point and informal coach for other team members.

Youll work closely with operational teams field service partners and internal stakeholders to untangle technically complex or emotionally charged situations. Youll also support the Customer Resolutions Manager by helping maintain momentum across the caseload contributing to workflow coordination and lifting the overall quality and consistency of customer communications.

What makes this role different is the opportunity to make a real impact for customers and for the business. Youll deal with matters that genuinely matter to people often at stressful moments and youll have the visibility and influence to identify systemic issues and help drive change. Its a role that brings together empathy judgement analysis and influence with growing use of modern tools and AI to improve how work gets done and strong exposure to stakeholders across Vector.

Who are we looking for

• Significant experience managing complex escalated customer complaints or resolutions ideally in a regulated technical or highrisk environment
• Exceptional written and verbal communication skills with the ability to explain complex or technical issues clearly fairly and in a way that customers can understand
• High emotional intelligence and proven ability to deescalate emotionally charged situations while maintaining sound judgement and professionalism
• Strong business acumen and confidence navigating large organisations holding others to account and constructively challenging when needed
• A collaborative seniorminded professional who enjoys sharing knowledge lifting team capability and taking ownership of customer outcomes
• A proclivity for continuous improvement opportunities including the role AI can play in supporting the delivery of exceptional customer experiences.

Why Vector

We know that great energy starts with great people and were committed to creating an environment where you can be do and achieve your best:

• Enhance your wellbeing protect your future and empower your personal and professional growth through our extensive benefits package
• Supercharge your career through internal opportunities tailored development plans and investment in your learning and growth
• Join a company embracing innovation and collaborating with leading names worldwide to develop and adopt cutting-edge technologies like X The Moonshot Factory.

Apply now!

Applications close by Wednesday 11 March 2026; however interviews may be held sooner apply today!

Additional Information :

We know that some people may hesitate to apply if they dont meet every single requirement. If this role excites you we encourage you to apply anyway - your skills enthusiasm and unique perspective could be just what were looking for.

Vector values diversity in all its forms and welcomes people of all backgrounds experiences identities and abilities to be part of our team.

Remote Work :

No

Employment Type :

Full-time