Customer Service Representative

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time
Customer Service Representatives - Work and Income Lower Hutt

Ministry of Social Development
Contact Centre Services, Lower Hutt (Work and Income)
Permanent Contracts - 4 September 2023

The Opportunity:


If you are looking for an opportunity to make a real difference in the lives of New Zealanders, this is the role for you.

We are a fast paced, whanau focussed, and supportive team working together to uplift and provide mana enhancing assistance to our vulnerable clients.

You will be the first point of contact for our clients and provide phone-based support to a range of people with various backgrounds, ages and situations providing them with assistance, tools, and support to access our services.


About You:


As a Customer Service Representative here at the Ministry of Social Development, you will be placed at the forefront of peoples' lives.

This will require you to lead with empathy and understanding to help navigate a range of queries.

You will be responsible and involved in making important decisions to ensure that our people are given the right support to help them in their journey to be safe, strong and independent.

Our training approach will enhance your existing skills to confidently work with our people primarily through inbound calls. What you do makes a difference
To ensure success in this role we are looking for individuals with the following skills and attributes:
You enjoy quality conversations and are able to understand and show empathy to our people's complex needs, using effective communication and questioning techniques
Adaptable, resilient, and can work well under pressure
An ability to adapt to new technology, and learn new skills as you will be operating systems that are new to you
Demonstrate experience using technology to solve problems
An eagerness to learn and an awareness of what is needed for self-improvement and development
You work efficiently, accurately and make good, sound decisions in the absence of clear policy
Flexible with hours and the ability to adapt to new circumstances as they arise

Our current operating hours are:

You will be rostered for 37 hours and 55 minutes per week between the hours of:

Monday-Friday 6:30am to 10:00pm and

Saturdays between 8:00am to 2:00pm.

Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 7.30am - 1:30pm.

We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.


Key recruitment process information:

  • If you are shortlisted, the recruitment process includes an inperson Group Activity between the dates of 7th August 2023 and 10th August 202
  • If you are successful past the Assessment Centre, you will be required to attend a facetoface interview, between the dates of 26th April 2023 and 2nd May 202
  • Salary starts from $58,707.00 per annum
Start Date: 4th September

How to apply:


Please upload your current CV and in place of a Cover Letter, you will be prompted to answer the question below.

Having read our job description which relevant skills do you bring to this role? And can you provide an example of a time you have used them?

Applications close: 6th August 2023

Position Description

Joining us
Joining MSD means being part of a whānau that celebrates the diversity each individual represents.

We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment.

We work together to make a difference for communities while doing the right thing with integrity.

We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.

MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.

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