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

Ministry of Social Development

• Permanent, full time - 37.55 hours per week
• Start date: 13th April 2026
• Starting Salary: $61,466 with annual progression 

We're 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 CSRs here: https://www.youtube.com/watch?v=QXB3AOrQHkg  

What you'll be doing | He aha tāu e mahi ana

You’ll 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’ll need to be understanding and empathetic to help New Zealanders navigate and resolve complex situations and queries. It's important that you understand that the calls you’ll 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

• 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 and can show up to work with the ability to be a positive team member demonstrating a good work/ life balance.

What you will get in return | Tāu e whai ai

• Annual pay progression.
• Opportunities for development to progress across various roles within the Ministry. 
• Capability development framework to support your career aspirations with us.
• A multicultral and vibrant culture. 
• $400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses.
• Accident insurance coverage for MSD staff.
• Staff discount on Southern Cross Health Insurance.
• Lots of practical wellbeing support, like Employee Assistance Programme (EAP) that supports staff well-being including counselling sessions.

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

•        You'll be rostered for 37 hours and 55 minutes per week over 5 days. Our current operating hours are between 7am and 6.15pm Monday-Friday and every fifth Saturday 8.00am – 1:30pm.

We work on a no surprise basis and will ensure that you will know your scheduled shifts 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. 

During various peak times we may offer overtime on some weekdays, Saturdays, and Public Holidays. 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. Flexibility is needed, so you'll need to be able to adapt to new circumstances as they arise.

You must be available to start on Monday 13 April 2026. 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 | Me pēhea te tuku tono

Please upload your current CV (no cover letter required). You will be prompted to answer two additional application form questions. These questions hold significance in our shortlisting so please make sure you provide comprehensive responses.

• Question 1:  What do you know about our MSD Contact Centres and the work we do?
• Question 2:  Why do you want to join our team?

Candidates must hold NZ Citizenship or a Permanent Resident Visa at time of application.

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

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

We are working towards a tight deadline and may not be able to accommodate dates outside of our timeline. Please take note of our key recruitment dates and ensure you are easily contactable via phone and e-mail during the recruitment process. Our team will be reviewing applications as they are received so we will encourage you to apply early. 

• Applications close: Midnight, Sunday 1st March 2026
• Video Assessments: If your application is shortlisted, you will receive a link to complete a video pre-screening via our platform Talegent. You will have 48 hours to complete it from the time you receive it so please keep an eye on your emails as we will be sending these links to shortlisted candidates up until Friday 27th February.
• Group Assessment Centre will be held between Thursday 26th February and Friday 6th March.
• Interviews will be held between Wednesday 4th March and Friday 13th March.
• Start Date: Monday 13th April.

Candidates must be able to provide two work references and pass business integrity checks (including a NZ MOJ check).  

Successful candidates may be required to travel to Wellington city to complete induction training.  

Position Description | He Whakaahuatanga Tūnga:

Customer Service Representative | Kaihāpai Moni Oranga Position Description

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