Customer Service Representative, Kaihāpai Moni Oranga | Hamilton Contact Centre

Ministry of Social Development

• Multiple full-time, fixed term role (37.55 hours per week)
• Location: Hamilton
• Start date: August 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.

✅ 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.

✅ 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.
✅ 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.

✅ 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 – Saturday, 6:30 am – 10:00 pm
• Monday – Friday: 7:00 am – 6:15 pm
• Saturday: 7:30 am – 1:30 pm

Your roster will be provided well in advance. As part of our role supporting communities, you may also be called on to assist in emergency responses, which may require flexibility during unforeseen events.

💡 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.  

Internal MSD Employees – please apply through your myHR portal at work.  This will ensure that your myHR employee profile is visible as internal candidate.

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

1. What is your WHY? – Why do you want to work for MSD? What interests you about this role?
2. What is your understanding of MSD’s values? How would you demonstrate these as a CSR?

Note: Your application and responses to the application questions are a key part of our assessment process. We encourage you to take the time to read through it careful and provide well detailed answers.

📧 All applications must be made online.  If this is not possible or if you have any queries, please contact us at jobs@msd.govt.nz

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

📅 Applications close: Midnight, Sunday 6th July 

🔹 Recruitment process overview:

• Step 1: If shortlisted from your application, complete a video 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 NZ Police check.

📅 Start Date: 11 August 2025

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

He Whakaahuatanga Tūnga | Position Description:

Customer Service Representative (CSR) Position Description

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