Senior Customer Resolutions Specialist

Culture that powers progress

At Vector, our culture is more than just words – it’s how we connect, collaborate and make a difference every day. It’s 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.

Here’s 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 – We’re united around delivering exceptional customer outcomes. We don’t 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 we’re building – a smarter, cleaner energy future
• A diverse culture of staff-led networks and celebrations – We’re 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, you’ll be a senior member of our Customer Resolutions team, responsible for managing complex, escalated and sensitive customer complaints. You’ll investigate issues thoroughly, work across the business to understand what’s happened, and deliver fair, timely outcomes that restore customer trust and meet our regulatory and service standards. This role balances hands‑on case management with acting as an escalation point and informal coach for other team members.

You’ll work closely with operational teams, field service partners and internal stakeholders to untangle technically complex or emotionally charged situations. You’ll 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. You’ll deal with matters that genuinely matter to people, often at stressful moments, and you’ll have the visibility and influence to identify systemic issues and help drive change. It’s 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 high‑risk 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 de‑escalate 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, senior‑minded 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 we’re 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!