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Csr - Contact Centre

1 month ago

Manukau, Auckland, New Zealand Auckland Council Full time
Channel excellence and contribute to Tāmaki Makaurau

  • Be part of a great team of people who find solutions for our customers.
  • Permanent fulltime & parttime positions available at Manukau.

He angitūtanga:
The opportunity


We are excited to recruit for the next batch of
CSR Contact Centre agents to join our growing team and maximise the customer experience by providing accurate information, advice, and service to all external and internal customer enquiries received through telephone channel on matters relating to services provided by Auckland Council.


Key Responsibilities:

Respond promptly and accurately to internal and external requests for information received by phone.

Provide appropriate information on statutory and Council requirements, effectively action:

  • Telephone based payments; incl. direct debits set up.
  • Parking related enquiries, such as traffic infringement payment procedures and infringement dispute process
  • Dog related enquiries such as registration and advise dog infringement notice procedures.
  • Property related enquiries including property valuation information and rates enquiries on payments and rebate procedures.
  • Building consent queries and if required escalate customer to planning/building or appropriate contact.
  • Environmental enquiries such as waste and recycling
  • Health related enquiries or concerns
Effectively action enquiries, accurately log requests for service jobs in the system and monitor progress through to closure for:

  • Notification advice of public space issues e.g., flooded drains, fallen trees, graffiti.
  • Log all request for investigations e.g., noise complaints, unhygienic business practices, into system.
  • Escalate stalled jobs if necessary to appropriate contacts.

He kōrero mōu:
About you

To be successful in this role, you will display the following:

  • Minimum typing speed of 35 WPM.
  • Good research skills and an ability to learn fast.
  • Excellent verbal communication skills and a polite telephone manner
  • Demonstrates the capability to interpret, problem solve and prioritise job tasks.
  • Minimum of 3 years proven experience in the delivery of customer service
  • Resilient, punctual, and can quickly adapt to a constantly changing environment with multiple priorities (highly regarded)
  • The ability to deliver a genuine customer centric approach to both internal and external customers.
  • A good understanding and knowledge of local government legislation, council practices and constraints are an advantage.
Click here to access the position description.

We are a
24-hour, 7-day-a-week contact centre with
full-time & part-time shifts available.

  • Factors that will be considered for approval include (but are not limited to) the area of Auckland where you live, the timing of your shift, and your performance at work._

Available Shift Patterns
Monday - Friday

Part-time, 20 hours per week

Morning shift (starts between 7am-9:30am)

Friday (8-hour shift), Saturday (8-hour shift), Sunday (4-hour shift)

Part-time, 20 hours per week

Evening shift (starts between 1:30pm-5:00pm)

Friday (8-hour shift), Saturday (4-hour shift), Sunday (8-hour shift)

Part-time, 20 hours per week

Evening shift (starts between 1:30pm-5:00pm)

Friday (8-hour shift), Saturday (8-hour shift), Sunday (8-hour shift)

Part-time, 24 hours per week

Evening shift (starts between 1:30pm-5:00pm)

Friday (8-hour shift), Saturday (8-hour shift), Sunday (4-hour shift)

Part-time, 20 hours per week

Morning shift (starts between 7am-9:30am)

Friday (8-hour shift), Saturday (4-hour shift), Sunday (8-hour shift)

Part-time, 20 hours per week

Morning shift (starts between 7am-9:30am)

Friday (8-hour shift), Saturday (8-hour shift), Sunday (8-hour shift)

Part-time, 24 hours per week

Morning shift (starts between 7am-9:30am)

Saturday - Wednesday

Full-time, 40 hours per week

Evening shift (starts between 1:30pm-5:00pm)

Wednesday - Sunday

Full-time, 40 hours per week

Evening shift (starts between 1:30pm-5:00pm)

Tuesday - Saturday

Full-time, 40 hours per week

Evening shift (starts between 1:30pm-5:00pm)


All successful recruits must be available for six (6) weeks of full-time training, Monday to Friday, 9:00 am to 5:30 pm, after which you will start working as per your schedule.


Ngā āhuatanga kei a mātou:
What we offer.
You can expect variety in your work and will be given ongoing learning and career development opportunities. As Auckland's largest employer, we embrace diversity and encourage well-being at all levels of life. You will also have access to a range of fantastic Auckland Council benefits, and a range of other partnership discounts

Applications close:
Friday, 24th of March 2023 at 11:59 p.m.

  • Auckland Council strongly encourages our employees to be fully vaccinated._

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