Job Detail

Company Description
We believe that if we want to be a world class Kiwi Company, we shouldn’t just employ people, divide them into functional departments and tell them what to do. Instead, we defined a purpose – to solve what matters for our customers and their moving world – and go about achieving this by setting clear goals and expectations and embracing diversity of thought.

At Z, Customer Experience is at the heart of everything we do – our strategy, capability development and investment decisions. We’re creating and continually developing products and digital channels our customers will love and that make their lives easier.

Job Description
Our Z Business Operations team are responsible for maintaining and improving the operational aspects of our Business fuel offer. This small but mighty team work with a customer focus and the goal of solving what matters to keep businesses moving.

One of our team is embarking on their parental leave journey creating an opportunity to join us on a fixed term contract. The contract would ideally start mid October providing a month long handover and training period and go through December 2024.

Joining us as a Kairuruku Whakahaere Pakihi Z Z Business Operations Coordinator will see you support the operational aspects of Z Business including our card platform (IFCS), Z Business Online (our customer facing card management portal) and any upstream and downstream systems and suppliers. As part of our Customer Business unit this role works in a team to support outcomes for Z customers.

Love problem solving and customer service? We would love to kōrero.

This role can be based in either Tāmaki Makaurau Auckland or Te Whanganui-a-Tara Wellington.

You will have the opportunity to

* Solve customer problems by acting as a 2nd level support to our call centre and internal teams
* Support the card ecosystem to ensure that customers and merchants have a seamless experience with Z
* Investigate complex customer account and card queries, work with different teams across Z, and interact with our call centre and suppliers
* Proactively identify business problems and customer pain points and work on continuous improvement initiatives
* Complete Z Business card fraud investigations and in doing so determine liability for the debt
* Maintain business process documentation used for providing second level support.

Qualifications
What you’ll bring to Z

* Experience in a customer-focused role. You might have experience supporting projects, a customer operations background, or a helpdesk environment. This is a role that will draw on a number of your transferable skills.
* Some experience in card, payment or transaction processing platforms would be advantageous but not compulsory
* Experience dealing with vendors to support a customer product is ideal
* Strong ability to translate technical problems and opportunities into business and customer friendly explanations
* An understanding of end-to-end transactional processes including impacts on systems and stakeholders
* Great problem-solving skills, the effective ability to use your knowledge, experience, and skills to identify the crux of issues and create a workable solution to resolve problems

And of course, you’ll be passionate about what matters to Z, embracing and living our values to help us deliver on our aspirations and broader commitment to Aotearoa New Zealand.

Don’t meet every single requirement? Studies have shown that women and people in minority communities are less likely to apply to jobs unless they meet every single requirement. At Z we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Additional Information
What we can offer you

* A competitive remuneration package including enhanced employer contribution for KiwiSaver
* Generous leave provisions including enhanced sick leave
* The balance of hybrid working, enjoy some of your week at home and some in our welcoming office space
* The opportunity to contribute and be part of a supportive team that is here to make a difference
* A chance to build your own capability through learning from some of the industry’s most knowledgeable people who have a desire to share their insights along with access to upskilling opportunities and career development across the organisation
* Two days a year to do Good in your Hood, though our volunteering scheme, a chance for you to help others in your community in a meaningful way to you
* The base salary range for this role is $76,500 to $85,000 per annum, we also offer a 5% KiwiSaver employer contribution.

Why Z?

Z is a dynamic and innovative Kiwi company that provides energy solutions for today while working on playing our part in Aotearoa’s shift towards a low-carbon future – a transition that we’re passionate about.

Being proudly Kiwi, we’re up for challenging the status quo, stand-up for what we believe is right and most importantly, we back our team to bring their true selves to work every day. Our flexible working approach and Rainbow Tick and Gender Tick accreditations – backed by our strong company values, Stand Up Tū Kaha, Speak Out Tū Maia, Side by Side Tū Kotahi – have created an open and inclusive workplace that promotes personal development, and is underpinned by a desire for our people and our communities to succeed.

One of the things we stand for at Z is Diversity & Inclusion. It is our belief that having a diverse workforce make it possible to deliver an extraordinary future and to solve what matters for a moving world. We encourage diversity in all its forms and as part of this journey we welcome and support applications from candidates that identify as neuro-diverse. We are committed to making and providing appropriate adjustments to our recruitment and onboarding process. If you want to have a chat about what these adjustments and accommodations are or ways that we can support you please get in touch at jobs@z.co.nz

We’re distinctive in our approach and if you’re up for a challenge, we’d love you to be part of it. If this sounds like a place you believe you can add value and grow your own capability, then make sure you read Our Why, it’s our founding document and provides further insights in what it means to part of the Z whānau. If Z feels like a good match for your head and your heart, come join us for one heck of a journey!

Whakauru | Apply

Please include a cover letter in your application, telling us why you’re a great fit for Z.

Applications close: Sunday 24th September 2023

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.

To be considered for this position you must have the legal right to live and work in New Zealand.