Customer Service Representative, Kaihāpai Moni Oranga, Dunedin Contact Centre

Ministry of Social Development

• Permanent, full time - 37.55 hours per week
• Start date: 27 January 2025
• Starting Salary: $60,707 with annual progression

We're a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone. 
 

You can hear from some of our CSRs here: https://www.youtube.com/watch?v=QXB3AOrQHkg  

What you'll be doing | He aha tāu e mahi ana

You’ll be the first point of contact providing phone-based support to people with varying circumstances, assisting them with options, advice and support to access our services.

At the forefront of peoples’ lives, you’ll need to be understanding and empathetic to help New Zealanders navigate and resolve complex situations and queries. It's important that you understand that the calls you’ll receive can be challenging. Your aim will be to ensure that every client feels respected, listened to and understood and you will work with them to find alternative solutions where one of our products and services cannot meet their need.

What you do will make a difference in our communities!

Position Description

http://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/contact-centre/customer-service-representative.docx

What you'll need to succeed | Ko ngā mea ka hiahiatia e koe kia angitū

• Personal resilience to look after your own wellbeing first to be able to look after others.
• Excellent interpersonal skills as CSR's need to be warm and engaging, show understanding and express empathy.
• Ability to explore and identify needs understanding that one size may not fit all, critical thinking is key.
• Self-awareness and be mindful of your own values and beliefs and how this can impact on others.
• Growth mindset is key to recognising that for you to deliver your best to whanau you must continue to learn and grow.

What's in it for you | Nōu te rourou

• 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 and regular coaching with your manager.

Hours of work

• You'll be rostered for 37 hours and 55 minutes per week over 5 days. Our current operating hours are between 7am and 6.15pm Monday-Friday and every fourth Saturday 8.00am – 1:30pm.
• You must be available to start this January 2025. For us to fully support your training and development in your new role, we require no planned extended leave within the first 6 months of employment. 

As events happen across New Zealand, we have a key role in the national response to our communities.  Therefore, our contracted hours are Monday to Saturday 6.30 am to 10.00pm. We do expect flexibility to pitch in when needed, so you'll need to be able to adapt to new circumstances as they arise.

We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance

How to apply:

Please upload your current CV (no cover letter required) you will be prompted to answer two additional application form questions around your motivations for applying.

If you would like to find out more about the role or would like to have a confidential chat about your application, please contact Alle Galo at Alle.Galo001@msd.govt.nz

What's next? | He aha e whai ake nei?

To ensure that we are able to start our successful candidates on the 27th January 2025, we are working towards the following key dates:

• Applications close: 1 December 2024
• We're shortlisting as we receive applications, and will keep you updated, so please ensure you are contactable via phone and email.
• Our recruitment process includes video assessment, interview, reference and integrity checks
• Interviews will be held between the 9 December and the 20 December
• Confirmed Start Date: 27 January 2025

We will review applications and progress candidates as they come in. You may be invited to complete a video assessment. If you are short-listed from the video assessment the next step will be a face-to-face interview. Candidates must be able to provide two work references (your current and previous employer) and pass business integrity checks (including NZ Police checks). 

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

Salary range: $60,707.00 - $72,990.00