Customer Service Representative | Kaihāpai Moni Oranga | Hamilton Contact Centre

The Ministry of Social Development

• Multiple full-time, permanent roles available (37.55 hours per week)
• Two start dates available: 28th April 2026 or 8th June 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

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 situations. 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.

Tāu e whai ai | What you will get in return

• Annual pay progression every October
• $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.

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.

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. Instead of a cover letter, you’ll answer you'll be asked a screening question in your application:

• Tell us about a time when you had to keep going, even though something felt hard or challenging. What was the situation? What did you do, and what actions did you take to work through it? What did you learn from the experience? 

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 a well detailed answer.

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

Applications close: Midnight, Wednesday 18th February 2026

Recruitment process overview:

• Step 1: If shortlisted from your application, complete a video assessment.
• Step 2: Attend a face-to-face information session and interview. You may also be required to conduct skills testing (if successful in Step 1).
• Step 3: Reference checks (two required: current and previous employer).
• Step 4: Internal integrity check, including Ministry of Justice check

Start Dates: We have two options available: 28th April 2026 or 8 June 2026

All applications must be made online. If you have any queries, please contact Nicola Seymour at Hamilton_CC_Recruitment@msd.govt.nz 

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

Position Description | He Whakaahuatanga Tūnga:

Customer Service Representative | Kaihāpai Moni Oranga Position Description

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