Customer Service Representative | Kaihāpai Moni Oranga | Wellington Central and Lower Hutt

The Ministry of Social Development

• Permanent, full-time positions available (37.55 hours per week)
• Two locations: Wellington Central and Lower Hutt (Level 7)
• Start date: 29 June 2026
• Starting salary: $61,466.00 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.

We are currently seeking Customer Service Representatives (CSRs) to join our Wellington Central and Lower Hutt Contact Centres. 

Our Wellington Central site has traditionally supported Senior Services while out Lower Hutt (Level 7) site has focused on StudyLink services. To ensure consistent and high quality support for all Ministry of Social Development clients, you will be trained to handle general Work and Income queries.  

You can hear from some of our CSRs here: https://www.youtube.com/watch?v=QXB3AOrQHkg  

What you’ll be doing | Ko te mahi

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 based at our Lower Hutt site 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 tō āhua

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. 

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.

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

You will be rostered for 37 hours and 55 minutes per week over 5 days. Our current standard hours of work are shifts are between:

• Monday - Friday 7.00am – 6:15 pm.
• Saturday 8:00 am – 1:30 pm, one Saturday every five weeks.

We work on a no-surprises basis. Rosters are published 4 weeks in advance. Our contracted hours of work are between:

• Monday – Friday 6:30am – 10:00pm.
• Saturday 7:55am - 6:00pm.

As part of our role in supporting communities, we also respond to emergency events across Aotearoa. This means you may need to be flexible and ready to assist when needed. In certain circumstances (Civil Defence emergencies etc) the contracted hours of Mon-Sat 6:30 am – 10:00 pm will be implemented.

Need clarification: Contact us if you would like to discuss reasonable accommodations to help you succeed in this role.

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:

• 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: 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, please contact Adam Lawton at adam.lawton002@msd.govt.nz

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

Applications close:  Midnight, Sunday 17 May 2026.

We encourage you to apply early as we are working towards a tight deadline and may not be able to accommodate dates outside of our timeline. 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:

• Shortlisted applicants will be invited to attend an in-person Assessment Centre, scheduled between 30 April and 22 May.
• If successful, you will be invited to attend an interview scheduled between 25 May and 29 May.
• 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: All recruitment activities and training will be held at our Lower Hutt site. Our training is expected to run for 12-15 weeks. As we have opportunities available across two Contact Centres, your preferred location will be taken into consideration. Your specific placements will be discussed further during interview.

Position Description | He Whakaahuatanga Tūnga:

ustomer Service Representative | Kaihāpai Moni Oranga - Position Description

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