Customer Service Representative | Kaihāpai Moni Oranga | Dunedin Contact Centre

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Date: 3 Mar 2026

Location: Dunedin, NZ

Company: Ministry of Social Development

Ministry of Social Development

 

  • Permanent full-time (37.55 hours per week) 
  • Location: Dunedin 
  • Start date: 20th April 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. 

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

 

  

  • 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. 

What you will get in return | Tāu e whai ai

 

  • 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 

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

 

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. 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.  

How to apply | Me pēhea te tuku tono

 

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;

 

 

  • What is your understanding of what MSD does and why do you think you'd be a good fit for us?

 

  • We have four leading values. Which value resonates with you the most and provide a detailed example from your work history where you've demonstrated this?

 

 

Note: Your application including your responses to the application questions are a key part of our assessment process. While AI may support your preparation, we are looking for answers written in your own style to provide insight into your experiences, thinking, and approach to the role. This helps us understand your personal experience, communication style, and suitability for the position.

  

All applications must be made online.  If this is not possible or if you have any queries, please contact Alle Galo at alle.galo002@msd.govt.nz         

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

 

Applications close: Midnight, Sunday 15th March 2026 

 

Recruitment process overview: 

  

  • Step 1: If shortlisted from your application, complete a video assessment.
  • Step 2: Attend a face-to-face interview and complete digital testing (if successful in Step 1).
  • Step 3: Reference checks (two required: current and previous employer).
  • Step 4: Internal integrity check, including MOJ check

  

Start Date: Monday, 20th April 2026 

  

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

Position Description | He Whakaahuatanga Tūnga:

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