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

Ministry of Social Development

• Permanent, full time - 37.55 hours per week
• Start date: 13 July 2026
• Starting Salary: $61,466.00 with annual progression 
• Central Lower Hutt Location

We're a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone. We are currently seeking Customer Service Representatives (CSRs) to join our Work and Income general line based in the Lower Hutt Contact Centre
 

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

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.
• We provide ongoing support and training to help you succeed.
• Your work will make a real difference in our communities.

What you'll need to succeed | Ko ngā mea ka hiahiatia e koe kia angitū

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.
• Commit to being present and reliable for your rostered shifts, working 37.55 hours per week. Regular attendance is essential to support our clients and maintain team service levels.

Please note: This role involves handling challenging calls, where clients may be in a difficult situation. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. 

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 also 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. We do expect flexibility to pitch in when 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 July 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.

What’s in it for you | Nōu te rourou

• Annual pay progression.
• $400 vision care subsidy service towards your costs for eye tests, glasses, and contact lenses.
• Accident insurance coverage for MSD staff.
• Capability development framework to support your career aspirations with us.
• Staff discount on Southern Cross Health Insurance.
• Lots of practical wellbeing support, like the Employee Assistance Programme, as our vision is to have a workplace where everyone has a sense of purpose.

How to apply | Me pēhea te tuku tono

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:

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

Note: These questions hold significance in our shortlisting process, please make sure to provide comprehensive responses. While AI may support your preparation, we are looking for answers written in your own style to provide insight into your experiences, thinking, and approach to the role. This helps us understand your personal experience, communication style, and suitability for the position.

📧 All applications must be made online.  If this is not possible or if you have any queries about the role, training, hours of work or eligibility, please contact Laura Kennedy at laura.kennedy0224@msd.govt.nz 

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

Applications close:  Midnight, Sunday 10 May 2026.

At each step we will contact you via phone or email so please ensure your application details are correct, and you are easily contactable. Please take note of our key recruitment dates:

• If you are shortlisted, you will be sent an e-mail invite you to complete a video assessment to answer a few more questions about your skills and experience. This will be conducted via a platform called Talegent. You will be given 48 hours notice to complete this. 
• If shortlisted from there you will be invited to attend an in-person Assessment Centre, scheduled between Thursday 14 May and Thursday 21 May. 
• If successful, you will be invited to attend an interview scheduled between Thursday 2 June to Wesnesday 3 June
• Preferred candidates will be required to complete two work reference checks from your current and/or previous employer. An internal integrity check including a Ministry of Justice check.
• Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application.

📍 Location Information: We have two Contact Centres based in Lower Hutt. We are currently recruiting for both Contact Centres. Please note that this vacancy is for the level one Work and Income General Line Contact Centre.

Position Description | He Whakaahuatanga Tūnga:

 Customer Service Representative | Kaihāpai Moni Oranga - Position Description

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