Customer Service Representative | Kaihāpai Moni Oranga | Ellerslie Contact Centre

The Ministry of Social Development

• Permanent, Full time position (37.55 hours per week)
• Two start dates available: 4th and 18th May
• Starting Salary: $61,466 with annual progression.

We are a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone. 

What you’ll be doing | Ko te mahi

You’ll be the first point of contact for our clients and provide primarily inbound phone-based support to a range of people with various backgrounds, ages and situations. As a CSR, you'll be at the forefront of peoples’ lives often during challenging times. This means you'll need to be able to lead calls with empathy and understanding to help callers navigate and resolve often complex situations and queries.You'll be responsible and involved in making important decisions to ensure that people are given the right support.

It's important that we have the right CSRs who understand that the calls we receive can be difficult. You'll be working with callers who are asking for help with basic needs and sometimes there may be situations where we cannot grant the request.  However, our aim is to ensure that every client feels, respected, listened to and understood and we will work with them to find alternative solutions.

Our training approach will enhance your existing skills to confidently problem solve caller’s needs. What you do will make a difference in our communities.  

What you’ll need to succeed | Ko tō āhua

• You enjoy quality conversations and are able to understand and show empathy to our people’s complex needs, using effective communication and questioning techniques
• Be resilient, adaptable with strong fortitude. 
• Culturally aware with a strong focus on empathetic communication and has the skills to be able to build trust and rapport with clients.
• An ability to adapt to new technology and learn new skills as you will be operating systems that are new to you.
• 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 

What you will get in return | Tāu e whai ai

• Annual pay progression every October
• $400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses
• Accident insurance coverage for MSD staff
• Capability development framework to support your career aspirations with us
• Staff discount on Southern Cross Health Insurance
• Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.

Work hours: What to expect | Ngā Hāora Mahi: Ngā tūmanakohanga

You'll be rostered for 37 hours and 55 minutes per week over five days, between:

Monday - Friday 6:55am to 10:00pm and Saturdays between 7:55am to 6:00pm

Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 8:00am – 1:30pm.

We work on a no-surprises basis. You’ll know your shifts well in advance. As part of our role in supporting communities, we also respond to emergency events across Aotearoa. This means you may need to be flexible and ready to assist when needed.

How to apply | Me pēhea te tuku tono

To apply, click the 'Apply Now' button to upload your CV and cover letter.

Make sure your CV is up to date so we can understand your skills and experience. You will be asked to answer a screening question in your application:

• Tell us about a time when you adapted your approach while sharing information to suit your audience? 

Note: Your application and responses to the application questions are a key part of our assessment process. While AI may support your preparation, we are looking for answers written in your own style to provide insight into your experiences, thinking, and approach to the role. This helps us understand your personal experience, communication style, and suitability for the position.

Important recruitment information and dates | Ngā mōhiohio rapu kaimahi hira, me ngā rā hira

Applications close: Midnight, Tuesday 17th March 2026

If you are shortlisted, the recruitment process includes a video assessment. If you are successful from the video assessment, you'll be invited to attend a face to face interview. Candidates must be able to provide two work references (your current and previous employer) and be able pass an MOJ check

If you would like to find out more about the role or would like to have a confidential chat about your application, please contact us at Toni Martin on toni.martin012@msd.govt.nz 

Candidates must hold NZ Citizenship or a Permanent Resident visa at time of application.

Position Description | He Whakaahuatanga Tūnga:

Customer Service Representative | Kaihāpai Moni Oranga - Position Description

Salary | Utu-ā-tau: $61,466.00 - $73,903.00