Customer Service Representative | Kaihāpai Moni Oranga | Seniors Contact Centre

Ministry of Social Development - Senior Services

• Multiple full-time, permanent roles available (37.55 hours per week)
• Senior Contact Centre - Based in Wellington Central
• Start date: Monday 13th April 2026
• 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.
• We provide ongoing support and training to help you succeed.
• 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.
• 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 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.

Tāu e whai ai | What you will get in return

• 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 multicultural 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.

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

 •        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.

Me pēhea te tuku tono | How to apply

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:

• MSD’s purpose is to help New Zealanders to be safe, strong, and independent. When you read this statement, what does “help” mean to you?
• MSD is guided by four leading values, which are outlined on our website. These values help us align our actions with a common purpose and provide a shared understanding of how we behave and the actions we take. Please provide an example of how you have demonstrated one of these values in a previous role.

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 careful and provide well detailed answers.

📧 All applications must be made online.  If this is not possible or if you have any queries, please contact Adam Lawton Adam.Lawton002@msd.govt.nz 

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

Applications close: Midnight, Sunday 1st March 2026

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. 

1. If you are shortlisted from your application, you will be contacted via phone to attend an in-person assessment centre between the dates of 19 February 2026 – 6 March 2026.
2. If you are successful from the Assessment Centre, you will be contacted via phone to attend a face-to-face interview, between the dates of 9 March 2026 – 13 March 2026.
3. Our Preferred Candidates will be subjected to two reference checks
4. Internal integrity check, including MOJ check. 

📅 Start Date: 13 April 2026

📌 Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application.

Please note, you may be required to complete your initial training at both our Wellington CBD and Lower Hutt office.

He Whakaahuatanga Tūnga | Position Description

Customer Service Representative | Kaihāpai Moni Oranga Position Description

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