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

The Ministry of Social Development

• Multiple full-time, permanent roles available (37.55 hours per week)
• Start date: 3 November 2025
• 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.

Ko te mahi | What you’ll be doing

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. 
• Your work will make a real difference in our communities.

Ko tō āhua | What you’ll need to succeed

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 situation. 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 

• Accident insurance for MSD staff
• Career development framework to help you grow
• Staff discounts on Southern Cross Health Insurance
• Wellbeing support, including an Employee Assistance Programme
• A supportive, inclusive workplace where different working styles are valued

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.

He aha e whai ake nei | How to apply: What's next?

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: 

1. What appeals to you most about this role?
2. Can you describe a situation where you had not communicated well. What happened and how did you correct the situation?

Note: 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 carefully and provide well detailed answers in your own words. We are looking to understand your personal experience, communication style, and suitability for the role.

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

Application close: Midnight, Sunday 21st September 2025 

Recruitment process: 

• If you are shortlisted, the recruitment process will include a video assessment where you respond to some interview questions between 13th to 21st September 2025
• If further shortlisted, you will be required to attend an Assessment Centre which will be held on 24th September 2025
• Interviews for the final shortlisting will be held in the week of 26th September to 2nd October 2025
• If successful, there will be reference checking and business integrity checks including a Ministry of Justice check
• Candidates must hold NZ Citizenship or Permanent Resident Visa at time of application

Start Date: 3 November 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.

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.

He Whakaahuatanga Tūnga | Position Description

Customer Service Representative | Kaihāpai Moni Oranga Position Description

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