Customer Service Representative | Kaihāpai Moni Oranga | Christchurch Contact Centre

The Ministry of Social Development

• Multiple full-time, permanent roles available (37.55 hours per week)
• Start date: 20 October 2025
• Starting salary: $61,466 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.

What you'll be doing | Ko te mahi

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.

What you'll need to succeed | Ko tō āhua

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.

What you will get in return | Tāu e whai ai

 
• Accident insurance for MSD staff
• Career development framework to help you grow
• Staff discounts on Southern Cross Health Insurance
• Wellbeing support, including an Employee Assistance Programme
• A supportive, inclusive workplace where different working styles are valued

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

You’ll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:

• Monday to Friday: 6.55am to 10.00pm
• Saturday: 7:55am to 6:00pm

Our usual operating hours are:

• Monday to Friday: 7.00am to 6.15pm
• Saturday: 7.30am to 1.30pm

We work on a no surprises basis, so you’ll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events.

💡 Need more information? Get in touch if you’d like to talk about reasonable accommodations that could support you to succeed in this role.

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

Make sure your CV is up to date so we can understand your skills and experience. Instead of a cover letter, you’ll answer three questions in your application:

1. What is your WHY? – Why do you want to work for MSD? What appeals to you about this role?
2. What is your understanding of the MSD values? What would you do as a CSR to ensure you are displaying these values?
3. Tell us about the computer systems/applications you have worked with in your previous employment?

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

Application close: Midnight, Sunday 14th September 2025

🔹 Recruitment process:

• Step 1: If shortlisted from your application, invited to an in-person assessment.
• 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 MOJ checks

Start Date: 20 October 2025

📧 For more information or a confidential chat, contact: Donna McIntyre 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 | Kaihāpai Moni Oranga Position Description

Utu-ā-tau | Salary range: $61,466 – $73,903