Customer Service Representative l Kaihāpai Moni Oranga l Ellerslie Contact Centre

Ministry of Social Development - Work and Income

• Permanent, Full time 37.55 hours per week
• Start date: September 2025
• 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. 

He aha tāu e mahi ana l What you'll be doing

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.  

Ko ngā mea ka hiahiatia e koe kia angitū l What you'll need to succeed

• 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 

Nōu te rourou | What’s in it for you

• 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.

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

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.

He aha e whai ake nei l How to apply: What's next?

Please upload your tailored CV and Cover Letter. As part of the application form you will be prompted to answer the following application question:

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

TIP: what, how, why. We are seeking responses that are honest, original, and representative of your own experiences.

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

Applications close: Midnight, Wednesday 30th July 2025

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.

He Whakaahuatanga Tūnga | Position Description

Customer Service Representative Position Description

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