Customer Insight Advisorat Environmental Protection Authority -
- 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.
- 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 and Customer (which comprises two sub-teams: External Communications and Customer Experience) This role sits within Communications and Customer, in the Customer Experience team.
Our work aims to build trust and confidence in the EPA.One way we do this is by making it easy for people to connect with the EPA to access the right information in way that suits them.
About the role | Mō te tūnga As part of our contact centre, you'll be part of a small, supportive team that's the first point of contact for people reaching out to the EPA.
You'll be answering calls and responding to emails, providing clear and accurate information, and ensuring every interaction is a positive experience.
We will provide you with training in the wide range of areas that EPA regulates, such as the Emissions Trading Scheme and Hazardous Substances.
You'll also have time away from the phones to contribute to the wider work of our Customer Experience team- identifying and fixing customer pain points.
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.
There will also be opportunities to flex and extend your skills by supporting other work in the Communications and Customer team, and across the EPA.This role is based in our Wellington office, though hybrid working arrangements are possible.
This is a fixed-term opportunity, until 4 December 2026.
About you | Mōhou ake We don't expect you to know everything from day one, but we'd love our successful candidate to have some of the following skills and attributes: Strong verbal and written communication A friendly, patient, and professional approach to customer service A reliable team player who follows through and can be counted on by colleagues The ability to learn and navigate systems quickly Attention to detail and good problem-solving skills A track record of building and maintain effective working relationships Previous customer service experience (contact centre experience is a bonus but not essential) A relevant tertiary-level qualification (again, this one's advantageous but not essential) If you enjoy helping people and want to be part of a team that makes a difference, we'd love 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 additional annual leave days between Christmas and New Years in addition to four weeks' annual leave $200 gross payment to help you set up working at home in house Māori cultural capability building programme 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.Salary range $60,216
- $89,818 per annum (midpoint $74,848).
- 120%. Appointments will generally be made at or below the midpoint of this 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: be sure to include a cover letter, as this is a key part of our assessment process.
In your cover letter, 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.
For more information, please contact recruit@epa.govt.nz or check out the careers section of our website www.epa.govt.nz/careers.
Applications close | Rā Katinga 8.00 am, Monday 4 May 2026.
We will review applications as they are submitted and may begin our selection process before the application process closes.