He aha te mea nui o te ao | What is the most important thing in the world?
He tangata, he tangata, he tangata | It is the people, it is the people, it is the people
You will help people resolve issues around the provision of water, gas, electricity and fibre installations on shared property.
We love what we do and we hope you will too!
We are a team that does great work together often changing lives in the process. We all need a little bit of sunshine in our lives and we make that happen. We are always on the lookout for people who have passion and drive to help others and make a difference.
Here just some of what makes UDL a great place to work:
- Te Reo Māori lessons
- adherence to the principles of Tiriti o Waitangi | Treaty of Waitangi
- incorporation of tikanga mediation into our practices
- flexible working
- generous professional development opportunities
- three days of additional leave between Christmas and New Year
- wellness days
- fresh fruit each week
- sports team
- the great Aotearoa 'quiz' a highlight each day
- birthday celebrations and pressies
- flu vaccines.
Our values
Independent | Fair | Accessible | Innovative | Respected
Come back to this page to check out any vacancies we have.
What could be better, great team, flexi working and solving issues – my dream role.Markus Frey, Head of Organisational Development
Current Vacancies
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First Contact Officer (Pou Whakapāranga Tuatahi)
We have two positions available, one full-time and one 6 month fixed term.
Join a purpose-driven organisation making a real difference
About us
Utilities Disputes Limited (UDL) is an independent, not-for-profit organisation providing dispute resolution services across the utilities sector. We’re a supportive, collaborative team committed to fairness, accessibility, and clear communication. Our work helps ensure everyday New Zealanders are heard and supported when issues arise with energy, water, and broadband services.About the role
As a First Contact Officer, you’ll be the first point of contact for consumers and providers reaching out to UDL. Whether via phone, email, or live chat, you’ll provide high-quality, independent information, guidance, and support.You’ll play a key role in resolving complaints early using practical dispute resolution techniques—like active listening and effective questioning—while ensuring all communication is clear, fair, and in plain English.
This is a dynamic role where no two days are the same. You’ll be managing enquiries, resolving complaints, drafting summaries, and supporting the wider operations team.
What you’ll be doing
- Responding to enquiries and complaints via phone, email, and webchat
- Using dispute resolution techniques to help resolve complaints early in UDL’s process
- Writing clear, accurate complaint summaries in plain English
- Managing and recording case information with attention to detail
- Supporting the escalation and resolution of complex or high-risk complaints
- Providing general administrative and investigative support
- Building positive relationships with consumers, providers, and stakeholders
About you
You’re a calm, resilient communicator who thrives in a fast-paced environment. You enjoy helping people, even in challenging situations, and can stay balanced under pressure.You’ll also bring:
- Strong written and verbal communication skills
- The ability to simplify complex information
- Confidence handling difficult conversations with empathy and professionalism
- Great attention to detail and time management
- A proactive, solutions-focused mindset
- Interest or experience in dispute resolution, mediation, or similar fields (a bonus)
- A commitment to learning and continuous improvement
- Respect for independence, confidentiality, and cultural awareness, including the principles of Te Tiriti o Waitangi
Why join us?
- Meaningful work that helps resolve real-life issues
- A supportive, team-focused environment
- Opportunities to grow your skills in dispute resolution
- A workplace that values fairness, independence, and wellbeing
If you’re looking for a role where you can make a genuine impact while developing valuable skills, we’d love to hear from you.
Me pēhea te tuku tono - How to apply
Apply now on Seek and be part of a team that makes a difference every day.
Full-time role: https://nz.seek.com/first-contact-jobs/in-All-Wellington?jobId=91548353&type=standard
6 month fixed term: https://nz.seek.com/first-contact-jobs/in-All-Wellington?jobId=91548544&type=standard
Applications close: 5:00pm, 10 May 2026.
Position description: A copy of the position description can be found here.
Contact: If you have any questions, please email chrissie@udl.co.nz
Please note we will be reviewing applications when received and will progress through the recruitment process.