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: 20 July or 31 August 
• 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 ngā mea ka hiahiatia e koe kia angitū

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.
• 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: This role involves handling challenging calls, where clients may be in a difficult situation. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. 

What you will get in return | Tāu e whai ai

• 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.

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

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.

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. Instead of a cover letter, you’ll answer two questions in your application:

• Tell us about a time in your workplace 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? 

Note: These questions hold significance in our shortlisting process, please make sure to provide comprehensive responses. 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 about the role, training, hours of work or eligibility, please contact Nicola Seymour at Hamilton_CC_Recruitment@msd.govt.nz

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

Applications close: 11:59pm, Sunday 17th May

Recruitment process overview:

• If you are shortlisted, you will be sent an e-mail invite you to complete a video assessment to answer a few more questions about your skills and experience. This will be conducted via a platform called Talegent. You will be given 48 hours notice to complete this. 
• If shortlisted from there you will be invited to attend an in-person Assessment Centre.
• If successful, you will be invited to partipate in an virtual panel interview 
• Preferred candidates will be required to complete two work reference checks from your current and/or previous employer. An internal integrity check including a Ministry of Justice check.

Start Dates: We have two options available: 20 July or 31 August

📌 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