Customer Service Representative, Kaihāpai Moni Oranga | Christchurch Contact Centre

The Ministry of Social Development

• Multiple full-time, Permanent roles (37.55 hours per week)
• Start date: 28 July 2025
• Starting salary: $60,707 with annual salary progression

We are a high-energy, whānau-focused, and supportive team. We work together to uplift and provide mana-enhancing support to clients over the phone.

Ko te mahi | What you’ll be doing

In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations. Your responsibilities will include:

• Guiding clients through our services by providing clear and accurate information.
• Offering tools and support to help clients access the services they need.
• Listening with empathy and working to resolve challenges during calls.
• Making decisions using tools and resources to ensure the right support is provided.

Some calls may be difficult, as you’ll be assisting people with essential needs. At times, we may not be able to grant every request. However, we focus on ensuring every client feels respected, listened to, and understood. When possible, we will work together to find alternative solutions.

💡 What you need to know:

• You will receive a structured training programme to build your MSD product knowledge, skills, and confidence to perform the role independently.
• We provide ongoing support and training to help you succeed.
• Your work will make a real difference in our communities.

Ko tō āhua | What you’ll need to succeed

To thrive in this role, you will need to:

✅ Take inbound phone calls from people in different and sometimes difficult situations, helping them access services.
✅ Provide clear and accurate information about available support and services.
✅ Lead conversations with patience and empathy, ensuring callers feel heard and respected.
✅ Be comfortable with technology, using systems while talking to clients at the same time.
✅ Help people navigate complex situations, using available tools and resources to support their needs.

💡 Please note: This role involves handling challenging calls, where clients may be a challenging situation. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. While some calls can be difficult, the role is incredibly rewarding as the work you do makes a difference.

Tāu e whai ai | What you will get in return

• Annual pay progression
• $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 6:30am 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—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.

💡 Need clarification? Contact us if you would like to discuss reasonable accommodations to help you succeed in this role.

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

To apply, click the link and submit your updated CV. A cover letter is not required, as you will be prompted to answer the following questions in the application form: 

1. Please tell us what makes a great customer service representative and provide us with an example of a time you provided great customer service.
2. What is your understanding of MSD’s values? How would you demonstrate these as a CSR?
3. Tell us about the computer systems/applications you have worked with in your previous employment? 

Note: Your responses to the application questions are essential to our assessment process.

All applications must be made online.  If you have any queries, please contact Donna McIntyre on 03 9614364

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

📅 Application close: Midnight, Sunday 22nd June 2025

🔹 Recruitment process:

• Step 1: If shortlisted from your application, you will be invited to attend a 2 hour face to face assessment session.
• Step 2: Attend a face-to-face interview (if successful in Step 1).
• Step 3: Reference checks (two required: current and previous employer).
• Step 4: Internal integrity check, including NZ Police check.

Start Date: 28 July 2025

📧 For more information or a confidential chat, contact: Donna McIntyre on 03 9614364

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

He Whakaahuatanga Tūnga | Position Description

Customer Service Representative Position Description

Utu-ā-tau | Salary range: $60,707.00 - $72,990.00