Customer Service Representative | Kaihāpai Moni Oranga, Lower Hutt Contact Centre

Customer Service Representatives, Lower Hutt Contact Centre

Ministry of Social Development - Contact Centre Services, Lower Hutt

Permanent Full-Time roles - Commencing 24th February 2025

Commencement salary is $60,707 per annum

Hours of Work

• Total hours of work for the week are 37 hours and 55 minutes, although you are paid for 40 hours 
• Our current standard hours of work are shifts of seven hours and 35 minutes per day between Monday - Friday 6.55am – 6.15pm and on Saturday 8.00am – 2.00pm
• Successful applicants will be working rostered duties across the 5 day week and one Saturday every four weeks – rosters are published 3 weeks in advance
• While these are our current standard hours, in certain circumstances (Civil Defence emergencies etc) the contracted hours of Monday - Saturday 6.30am – 10.00pm will be implemented

During various peak times we may offer overtime on some weekdays, Saturdays, and Public Holidays.

As we work rostered shifts, we use a no surprises approach and ensure that you know your roster well in advance. Start and finish times do change, but once you have completed your period of training, shift swap options are available by mutual agreement.

Benefits Package

• Annual salary progressions 
• Opportunities for development to progress across various roles within the Ministry
• Eye Vision care every 12 months  
• A multicultural and vibrant culture  
• An Employee Assistance Programme that supports staff wellbeing and includes free counselling sessions
• Accident Insurance

What does the role involve?

•    Managing inbound calls from those who need our support the most
•    Focusing on reaching independent solutions that positively impact individuals, families and the community
•    Living MSD values in the meaningful conversations you will have every day

You will be the first point of contact for our clients, where you will have the potential to give assistance and support right at your fingertips. This role allows you to make an immediate impact on the lives of everyday Kiwis through your decision making, in-depth and engaging conversations.

We provide excellent training for this position and support you as you learn how to work with us. We have a strong emphasis on coaching, staff-led development, and internal progression. This will give you the skills and experience to develop into other roles within the Ministry if desired.

About you

To flourish and be successful in this role, you will need to have the following: 

• Customer service skills and experience – working towards best outcome for clients
• Can ask effective questions and have strong active listening skills
• Great communication skills 
• Good problem solving skills
• Be adaptable, resilient and able to quickly think on your feet
• Be empathetic regarding various situations clients may be facing
• The ability to work in a fast-moving environment where frequent change is normal
• Experience in working on different computer programmes
• Bring your best self to work with the ability to be a positive team member and have a good work/life balance

Key recruitment process information

• Applications close Sunday 5th January 2025
• If you are shortlisted, the recruitment process will include a video assessment where you respond to some interview questions between late December 2024 and 10th January 2025
• If further shortlisted, you will be required to attend an Assessment Centre which will be be held on 15th January 2025
• Interviews for the final shortlisting will be held 21st to 28th January 2025
• If successful, there will be reference checking and Police Vetting carried out
• Candidates must be able to pass a criminal record check 
• Candidates must hold NZ Citizenship or Permanent Resident Visa at time of application

You must be available to start on the 24th February 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.

Further information

If you have any questions about the role, training, the hours of work, eligibility for permanent role, please email or call Denise Henderson on (04) 931 5061 or (029) 230 9788 or email Denise.Henderson002@msd.govt.nz.

Position Description

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

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

How to apply

To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.  

Note: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description. 

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

Joining us

Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.

MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.