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Customer Service Representative

4 months ago

Wellington City, New Zealand New Zealand Government Full time

About us The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent. We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities. As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations. Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

Customer Service Representative

Service Delivery Wellington CBD
Contact Centre Services, Wellington (Work and Income/Senior Services)
Permanent Contracts
Start Date - 13 February 2023
Starting Salary - $54,707.00 per annum

**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 high energy, whanau focused, 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.
You will also be a part of the Ministry's nationwide response to Covid-19 and its impact on our communities and whanau.

**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 positive outcomes for our clients.
Our comprehensive training approach will equip you to confidently work with clients, 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 client's complex needs using effective communication and questioning techniques
- Adaptable, resilient, and can work well under pressure
- Experience in working on different computer programmes
- Demonstrate experience using technology to solve problems
- An eagerness to learn and a desire for self-improvement and development
- You work efficiently, accurately and can make good, sound decisions
- 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 to Saturday 6:30am to 10:00pm.
- 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 short-listed the recruitment process will include an in-person assessment centre at which you will be required to attend a face-to-face interview, between the dates of 11th January and 25th January 2023.

Position Description

**Salary range**: $54,707.00 - $66,864.00

How to apply
Please upload your current CV.
- What is it specifically that attracts you to this role?
- What would you expect when receiving good customer service?
- Understanding your expectation of service, why do you believe you would be a good customer service representative for MSD?

**Closing date**: 8/01/2023

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.