Central Processing Officer | Youth Service Support | Mangere

About the role | Mō te tūnga

The scope and breadth of the work we do here is unique and, in many ways, we touch the lives of most New Zealanders at some stage in their life's journey. Simply put, people count on us.

This is a varied and fast paced role with two key focusses, inbound call centre functionality and processing capability.  In this role we work with stakeholders such as youth service providers primarily through inbound phone calls, but also through other communication channels.  At times you will also call young people (clients) as well.

Here at the Mangere Youth Service Support Unit (YSSU) our team is responsible for managing the referral processes to and between Youth Service providers, assessing entitlement to benefit for young people who apply for assistance and administering benefit payments for Youth Service clients. 

About you – Skills & Experience | Mōu – Ngā Pūkenga me ngā Wheako

You are professional, passionate, and able to interact and negotiate with a variety of rangatahi (youth) and stakeholders over the phone while maintaining a strong client centric approach.

You are confident working with financial information and can accurately calculate and enter information into computer systems, navigating your way through computer systems with ease. You take ownership of your work and contributing to team performance and can navigate ambiguity to find a successful outcome for rangatahi (youth).

Additional skills you will bring to the role:

• a strong understanding of privacy, capable of handling sensitive and complex confidentiality, with a commitment to protecting information.
• enjoy quality conversations and can demonstrate a history of providing clients a positive experience on the phone.
• are good at de-escalating tension and have a knack of simplifying complex issues into practical steps.
• demonstrate strong communication skills - written and verbal.
• work efficiently, accurately and can make good decisions.
• proven ability to meet deadlines and manage competing priorities.
• experience using business systems and tools, including Microsoft Office and Outlook.

What's in it for you | Nōu te rourou

• Convenient access to public transport, with ample nearby parking available.
• $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 (EAP). As our vision is to have a workplace where everyone has a sense of purpose and feels supported.
• We support our people to engage in Te Reo and tikanga Māori and will recognise an employee’s competence in Te Reo by payment of an allowance (based on proficiency).

Work Hours:

You’ll work 37.55 hours across 5 days per week, with varying start times:

• Monday to Friday: Between 7.00am to 6.00pm
• Saturday: Between 8.00am and 6.00pm (typically reserved for voluntary overtime based on business needs) 

Position Description | He Whakaahuatanga Tūnga

A copy of the position description can be found here: Central Processing Officer position description