Customer Service Representative | Kaihāpai Moni Oranga, Lower Hutt Contact Centre
Date: 14 Jan 2025
Location: Wellington, NZ
Company: Ministry of Social Development
Ministry of Social Development
- Permanent, full time - 37.55 hours per week
- Start date: 17 March 2025
- Starting salary: $60,707 with annual progression
We are 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 Customer Service Representatives (CSRs) here: https://www.youtube.com/watch?v=QXB3AOrQHkg
What you'll be doing | He aha tāu e mahi ana
You will be the first point of contact providing inbound 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 will need to be understanding and empathetic to help New Zealanders navigate and resolve complex situations and queries. It is important that you understand that the calls you will 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!
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.
Hours of work
This is an office-based role, where you will be rostered for 37 hours and 55 minutes per week over 5 days. Our current operating hours are between 7.00am and 6.15pm Monday-Friday and every fourth Saturday 8.00am – 1:30pm.
We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.
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 6.30am to 10.00pm. We do expect flexibility to pitch in when needed, so you will need to be able to adapt to new circumstances as they arise.
You must be available to start on Monday 17 March 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.
How to apply
Please upload your current CV (no Cover Letter required). You will be prompted to answer 2 additional application form questions. These questions hold significance in our shortlisting procedure – please make sure you provide comprehensive responses.
- Describe why you want to work for MSD in the Contact Centre and explain what appeals to your most about the role?
- Explain what empathy is and provide an example of a time when you demonstrated empathy towards a colleague or customer.
If you would like to find out more about the role or would like to have a confidential chat about your application, please contact Laura Kennedy at Laura.Kennedy024@msd.govt.nz.
What's next? | He aha e whai ake nei?
We are shortlisting as we receive applications, and will keep you updated, so please ensure you are contactable via phone and email.
If you are short-listed, you will be invited to participate in a face-to-face group assessment centre. If you pass the assessment centre, you will be invited to a face-to-face 3-panel interview. Candidates must be available to attend both the assessment centre and the 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.
Our recruitment process includes group assessment centre, interview, reference checks, integrity checks and a pre-induction meet and greet.
To ensure that we can start our successful candidates on Monday 17 March, we are working towards the following key dates:
- Applications close: Sunday 2nd February 2025.
- Group Assessment Centre will be held between Monday 10th February and Thursday 13th February.
- Interviews will be held between Monday 17th February and Friday 21st February.
- Confirmed start date: Monday 17th March 2025.
Position Description
Salary range: $60,707.00 - $72,990.00
