Join us as a Customer Experience Champion! 

• Be part of a forward-thinking team that values innovation and customer-centricity. 
• Make a real impact on how our clients interact with our digital platforms. 
• Enjoy a supportive work environment where your ideas and expertise are valued. 
  

Are you passionate about creating seamless digital experiences and driving customer satisfaction? Do you thrive in a collaborative environment where innovation and continuous improvement are celebrated? If so, we want you on our team! 

We have a fantastic opportunity to be a part of a dedicated drive towards growth in our digital adoption and ongoing system development. 

This is a dynamic permanent full-time role where you’ll be the voice of the customer, the bridge between technical teams and end-users, and a key player in shaping the future of our customer experience. Working 40 hours per week, Monday to Friday based in Hamilton. We offer flexible working hours and the ability to work from home up to two days per week. 

What you'll do 

This position drives continuous improvement of digital tools by acting as a Subject Matter Expert and collaborating with key stakeholders across the business. This role advocates for effortless customer experiences, manages digital channel data, supports onboarding and troubleshooting, and ensures timely issue resolution. By staying informed on industry trends in Customer Service, Self-Service, and Automation, the role helps enhance customer loyalty and business efficiency. 

Key Focus areas: 

• Document and share feedback, insights, and processes to support strategic planning, prioritization and continuity - applying project management principles to enable focused execution and channel growth. 
• Strengthen client relationships through proactive support, technical guidance, and effective issue resolution. 
• Champion digital adoption by ensuring tools meet client needs, removing barriers, and collaborating on improvements. 
• Drive operational efficiency via cross-team collaboration, timely support triage, and the application of continuous improvement methodologies. 
• Manage and enhance digital channels by onboarding users, maintaining systems, tracking performance, and testing new features. 

What you'll bring 

Education: Minimum NCEA Level 3 qualification, or equivalent. Science, IT or operational based qualification is advantageous 

Experience: Atleast 3 years previous experience in a customer service, technical support and/or systems analysis role 

Skills: 

• Strong written, verbal and presentation communication skills. 
• Time management, prioritisation, problem solving, and customer relationship management. 
• Confidence in learning and using new software and web-based applications, as well as training others to use these tools. 
  

Who we are 

At our core, Hill Labs is driven by science. However, the trust we've built with our clients over the past 40 years speaks volumes about our dedication to people - both those we serve and those who work with us. We understand that our success is a direct result of the commitment and expertise of our diverse and forward-thinking team. We are passionate about providing meaningful value to every employee through four fundamental pillars: Balance, Variety, Opportunity, and Support. 

Ready to Champion the Customer Experience? 

Apply Now and help us shape the future of digital customer support! 

Cover letters MUST be included along with your CV, please detail why you feel you are the best candidate for this position and relevant experience. 

Note: Advertising closing date is subject to change without notification