Customer Service Representative | Kaihāpai Moni Oranga | Dunedin Contact Centre

The Ministry of Social Development

• Multiple, Permanent, Full-time positions available (37.55 hours per week)
• Location: Dunedin
• Start date: 26th January 2026
• 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.

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.

Ko tō āhua | What you’ll need to succeed:

• Take inbound phone calls from people in different and sometimes difficult situations, helping them access services. Lead conversations with patience and empathy, ensuring callers feel heard and respected.

• This role requires sustained focus and emotional resilience. We encourage applicants to have strategies in place for managing their wellbeing and workload effectively, and we provide peer and team support to help you maintain this.

• Provide clear and accurate information about available support and services.

• 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.

• Commit to being present and reliable for your rostered shifts, working 37.55 hours per week. Regular attendance is essential to support our clients and maintain team service levels.

Please note: You will need to demonstrate strong emotional resilience and personal wellbeing management. The role involves supporting clients who may be in challenging circumstances. Your ability to remain calm, empathetic, and professional while navigating complex conversations will be essential to your success.

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.
• You will also be part of a close-knit, whānau-focused team where peer support, coaching, and daily check-ins ensure you are supported as you grow your confidence in the role.

Learn about more of our employee benefits here: Employee Benefits

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 on Saturday 8:00am – 1:30pm.

We work on a no-surprises basis so 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. 

Me pēhea te tuku tono | How to apply

To apply, click the 'Apply Now' button to upload your CV and complete the online application form.  

Make sure your CV is up to date so we can understand your skills and experience and include a brief cover letter that talks to your current situation and what has drawn you to apply for the role. You will also be asked to answer two application questions. All applications must be made online. If this is not possible or if you have any queries, please contact Alle at alle.galo002@msd.govt.nz      

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

We are working towards a tight deadline over the busy holiday period. Please take notes of our key dates we are working towards. Our team will be reviewing applications as they are received so we will encourage you to apply early. 

Applications close: Midnight, Sunday 23rd November 2025 – no late applications will be considered.

• If your application is shortlisted, you will receive a link to complete a video pre-screening via Platform Talegent. You will have 48 hours to complete it from the time you receive it so please keep an eye on your emails as we will be sending these links to shortlisted candidates up until 27 November 2025
• Face to Face interviews planned between the week of 01 – 05 December 2025
• Reference checks will be completed with your current and/or previous employer through to 10 December 2025.
• Internal integrity and business checks will be conducted up until 16 December 2025
• Start Date: 26th January 2026

Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application. Verification of this will be required. 

Position Description | He Whakaahuatanga Tūnga:

Customer Service Representative | Kaihāpai Moni Oranga Position Description

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