Customer Service Representative | Kaihāpai Moni Oranga, Service Delivery Wellington CBD
Date: 8 Dec 2024
Location: Wellington, NZ
Company: Ministry of Social Development
Customer Service Representatives – Service Delivery Wellington CBD
Ministry of Social Development
Contact Centre Services, Wellington (Work and Income & Senior Services)
Permanent Contracts 17th February 2025
The Opportunity
If you are looking for an opportunity to make a real difference in the lives of New Zealanders, this is the role for you.
We are a fast paced, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to our vulnerable clients.
You will be the first point of contact for our clients and provide phone-based support to a range of people with various backgrounds, ages, and situations most in the providing them with assistance, tools, and support to access our services.
About You
As a Customer Service Representative here at the Ministry of Social Development, you will be placed at the forefront of peoples’ lives.
This will require you to lead with empathy and understanding to help navigate a range of queries. You will be responsible and involved in making important decisions to ensure that our people are given the right support to help them in their journey to be safe, strong, and independent.
Our training approach will enhance your existing skills to confidently work with our people primarily through inbound calls. What you do makes a difference!
To ensure success in this role we are looking for individuals with the following skills and attributes:
- You enjoy quality conversations and are able to understand and show empathy to our people’s complex needs, using effective communication and questioning techniques.
- Adaptable, resilient, and can work well under pressure.
- An ability to adapt to new technology and learn new skills as you will be operating systems that are new to you.
- Demonstrate experience using technology to solve problems.
- An eagerness to learn and an awareness of what is needed for self-improvement and development.
- You work efficiently, accurately and make good, sound decisions in the absence of clear policy.
- Flexible with hours and the ability to adapt to new circumstances as they arise.
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 4 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.
Key recruitment process information
We are working on a tight schedule and will be reviewing applications and progressing candidates as they come in, so you could be contacted to attend at short notice.
- You may be contacted via phone to attend an in-person Assessment Centre between the dates of 16th December 2024 – 16th January 2025.
- If you are successful past the Assessment Centre, you will be contacted via phone to attend a face-to-face interview, between the dates of 23rd December 2024 – 22nd January 2025.
- Salary starts from $60,707 per annum.
- Candidates must hold NZ Citizenship or a Permanent Resident visa at time of application.
- Candidates should be able to provide 2 x work references (your current and previous employer)
- Start Date: 17th February 2025
Please note that due to internal system shutdowns over the Christmas and new year period, progression and contact between stages could be delayed.
How to apply
Please upload your current CV and in place of a cover letter, you will be prompted to answer the questions below.
These questions hold significance in our shortlisting process, please make sure to provide comprehensive responses (200-300 words).
- What is your understanding of MSD and our mahi and WHY would you be a good fit?
- MSD is guided by 4 leading values that help us align our actions with a common purpose and provides a shared understanding of how we behave and the actions we take. What value resonates with you and how would you display this in this role?
- What does empathy mean to you? Please provide an example of a time when you demonstrated empathy towards a colleague or customer.
Applications close: 5th January 2025
Position Description
Salary range: $60,707.00 - $72,990.00
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.
