KO WAI MĀTOU | ABOUT US

For more than 20 years, Sustainability Trust has been driving environmental and social change in Te Upoko o Te Ika a Māui. Today we are a team of 50+ staff and dozens of volunteers delivering award winning programmes that make a real difference in our community.

Our mahi spans four areas:

• Energy efficient homes: We are Wellington's leading home energy experts, delivering insulation, heat pumps, central heating, ventilation, LED lighting, and EV charging to around 900 homes a year. We help whānau live warmer, healthier lives at lower cost.

• Community support: Through the Wellington Curtain Bank, Well Homes, and housing advocacy, we reach the households that need support most, including low-income families, renters, and those facing housing hardship.

• Zero waste: From Te Aro Zero Waste and RepairED to FillGood and Otaihanga Zero Waste, we are building a circular economy in Wellington, diverting resources from landfill and supporting communities to consume more consciously.

• Toast Electric: Our not-for-profit electricity retailer returns every cent of surplus to households facing energy hardship through our Energy Wellbeing programme. We have grown to over 3,000 customers across Wellington, Wairarapa, Christchurch, and mid-Canterbury and are in an ambitious growth phase that is attracting national attention.

We are a Living Wage employer. We recognise Te Tiriti o Waitangi as the founding document of Aotearoa and are committed to honouring it in our relationships, our programmes, and our governance.

TE ĀHEINGA | THE OPPORTUNITY

We have one trustee position available immediately, with up to three further positions becoming available as two trustees complete their 12-year terms this year.

This is an opportunity to govern an organisation with real depth and momentum: 20+ years of community trust, a growing commercial enterprise in Toast Electric, and programmes that improve lives across the Wellington region and beyond.

We are a small, engaged board. We are collegial, committed to the kaupapa, and looking for people who will add genuine expertise, open doors, and govern with both rigour and heart.

We will make appointments as strong candidates emerge, with all roles filled by November 2026.

NGĀ PŪKENGA E HIAHIATIA ANA | WHAT WE ARE LOOKING FOR

We are seeking trustees across the following areas. We do not expect any one person to cover all of these. We are interested in what you bring and how it complements the existing board.

• Electricity and Energy Sector
  Toast Electric is growing rapidly and navigating an increasingly complex market. We need a trustee who understands the New Zealand electricity sector, whether from retail, generation, trading, distribution, or regulation, and who can help the board govern the strategic and commercial decisions that come with being an independent not-for-profit retailer. Knowledge of wholesale markets, hedging strategies, and the regulatory environment would be particularly valuable.

• Governance and Board Leadership
  We are looking for an experienced trustee or director who understands what it takes to govern a complex, multi-programme not-for-profit. Experience as a board chair or in senior governance roles is particularly valued, as is a background in organisational leadership, HR, or strategic oversight. This person should be ready to step into a board leadership role as the organisation grows.

• Legal and Risk
  We manage complex commercial arrangements, regulatory obligations, and significant contractual relationships across our programmes. We need a trustee with commercial or regulatory legal expertise, or substantial risk governance experience, who can scrutinise these with confidence at board level. Familiarity with not-for-profit, energy, or financial services contexts would be an advantage.

• Māori and Community Voice
  We actively welcome applications from Māori and Pasifika candidates. Energy hardship, poor housing, and environmental harm disproportionately affect whānau, and we want our governance to genuinely reflect the communities we serve. Te ao Māori, te reo, and community leadership experience are valued in their own right. We are open to candidates who are earlier in their governance journey if their connection to community and the kaupapa is strong.

• Government and Public Policy
  We are seeking someone with experience working within or alongside central and/or local government. The ideal candidate will have strong relationships across Wellington’s political and public sector ecosystem, and experience influencing policy decisions, particularly in sectors relevant to our work such as energy and sustainability. This experience may come from strategic policy or ministerial advisory roles, advocacy, lobbying or campaigning, work in industry bodies, or working closely with elected representatives.

HEI ĀHU MŌ KOE | WHAT YOU WILL GAIN

You will join a passionate, experienced board and staff team at a pivotal moment in a 20+ year kaupapa. You will contribute to governance decisions that directly improve lives, keeping whānau warm, reducing waste, and ensuring no household is shut out of affordable power. You will also be part of shaping a model for mission-driven social enterprise.

Time commitment: Trustees typically commit 4 to 10 hours per month. This includes one in-person board meeting per quarter, one or two online check-ins between board meetings, and sub-committee involvement.

TŌ TONO | TO APPLY

Please send your CV and a cover letter of no more than one page telling us what draws you to Sustainability Trust and what you would bring to the board to emilie.fetscher@sustaintrust.org.nz

We warmly welcome applications from people of all backgrounds. We are particularly keen to hear from emerging directors, wāhine, gender-diverse, Māori, and Pasifika candidates.

Customer Service Manager – Toast Electric

Lead a team that’s changing the way electricity retail works in Aotearoa.

Toast Electric is not your typical power company.

We’re a social enterprise electricity retailer powered by Sustainability Trust. Our mission is simple: provide fair, affordable electricity while helping households improve their energy wellbeing. Every customer who joins Toast helps support healthier homes and stronger communities.

We’re growing quickly and are looking for an experienced Customer Service Manager to lead our customer operations team through the next stage of growth.

About the role

This is a hands-on leadership role where you’ll lead our customer service and administration team while helping shape the future of customer operations at Toast Electric.

You’ll be responsible for ensuring our customers receive exceptional service, supporting the development of our team, improving operational processes, and helping us build scalable systems that support growth.

While this is a leadership position, you’ll also be comfortable rolling up your sleeves when things get busy and supporting the team directly with customer enquiries, complaints and operational issues.

You’ll work closely with the Chief Toaster, our CFO/CTO, Healthy Homes team and Accounts team to ensure we continue delivering outstanding customer outcomes as we grow.

What you’ll be doing

· Leading, coaching and developing customer service and administration staff

· Managing customer service quality, complaints and escalations

· Supporting recruitment and growth of the customer operations team

· Developing and maintaining operational procedures and documentation

· Monitoring and improving customer service KPIs

· Supporting customer operations including switching, registry and metering processes

· Working with external providers including metering companies and network operators

· Helping identify opportunities to improve efficiency through technology, automation and AI

· Driving continuous improvement across customer experience and operations

What we’re looking for

You’ll likely bring:

· Experience leading customer service or customer operations teams

· Strong people leadership and coaching skills

· Excellent communication and relationship-building ability

· A passion for delivering outstanding customer experiences

· A talent for improving systems, processes and ways of working

· Strong organisational and problem-solving skills

· Confidence working in a growing and evolving environment

Experience in the electricity sector would be highly valued but is not essential. We’re equally interested in people who have built and led excellent customer operations teams in other industries.

Why join Toast Electric?

· Meaningful work with genuine social and environmental impact

· Opportunity to help shape a growing purpose-led business

· Supportive and values-driven culture

· Living Wage Accredited employer

· Hybrid working options

· A chance to build a customer service function that combines great people, great processes and emerging technologies

If you’re excited about leading a high-performing team while helping build a fairer energy future for Aotearoa, we’d love to hear from you.

Applications close: 23/06/2026

Questions? Email or call Georgie.ferrari@sustaintrust.org.nz ph. 021 181 3400

Ready to apply? Please send a CV and letter addressing the key competencies, to Georgie.ferrari@sustaintrust.org.nz with the subject line: Toast Customer Service Manager.

Find a downloadable version of this listing here, and a full job description here.