Customer Service Representative l Kaihāpai Moni Oranga l Wellington (CBD)

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Date: 30 Jul 2025

Location: Wellington, NZ

Company: Ministry of Social Development

Te arawātea | The opportunity

 

  • Permanent, Full-time 37.55 hours per week
  • Start date: 06 October 2025
  • Starting Salary: $61,466 with annual progression.

 

If you are looking for an opportunity to make a real difference in the lives of New Zealanders, this is the role for you.

 

We are a fast paced, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to our vulnerable clients.

You will be the first point of contact for our clients and provide phone-based support to a range of people with various backgrounds, ages, and situations most in the providing them with assistance, tools, and support to access our services.

Mōu | About you

 

As a Customer Service Representative, you will be placed at the forefront of peoples’ lives. This will require you to lead with empathy and understanding to help navigate a range of queries. You will be responsible and involved in making important decisions to ensure that our people are given the right support to help them in their journey to be safe, strong, and independent. Our training approach will enhance your existing skills to confidently work with our people primarily through inbound calls. What you do makes a difference! To ensure success in this role we are looking for individuals with the following skills and attributes:

 

  • You enjoy quality conversations and can understand and show empathy to our people’s complex needs, using effective communication and questioning techniques.
  • Adaptable, resilient, and can work well under pressure.
  • An ability to adapt to new technology and learn new skills as you will be operating systems that are new to you.
  • Demonstrate experience using technology to solve problems.
  • An eagerness to learn and an awareness of what is needed for self-improvement and development.
  • You work efficiently, accurately and make good, sound decisions in the absence of clear policy. 
  • Flexible with hours and the ability to adapt to new circumstances as they arise.

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

 

Total hours of work for the week are 37 hours and 55 minutes, although you are paid for 40 hours.

 

Our current standard hours of work are shifts of seven hours and 35 minutes per day between Mon-Fri 6.55am – 6:15 pm and on Saturday 8:00 am – 2:00 pm

 

Successful applicants will be working rostered duties across the 5-day week and one Saturday every five weeks – rosters are published 4 weeks in advance.

 

While these are our current standard hours, in certain circumstances (Civil Defence emergencies etc) the contracted hours of Mon-Sat 6:30 am – 10:00 pm will be implemented.

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

 

We are working on a tight schedule and will be reviewing applications and progressing candidates as they come in, so could be contacted to attend at short notice.    

 

  • You may be contacted via phone to attend an in-person Assessment Centre between the dates of 7th August – 26th August 2025.

 

  • If you are successful past the Assessment Centre, you will be contacted via phone to attend a face-to-face interview, between the dates of 18th August – 29th August 2025.

 

  • Salary starts from $61.466.00 per annum. 

 

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

 

  • Candidates should be able to provide 2 x work references (your current and previous employer)

 

  • Start Date: 6 October 2025.  

Me pēhea te tuku tono | How to apply

 

Please upload your current CV and in place of a cover letter, you will be prompted to answer the questions below.

 

These questions hold significance in our shortlisting process, please make sure to provide comprehensive responses, (200-300 words).

 

  • What do you think makes a great Customer Service Representative and how do you see yourself fulfilling the role and responsibilities of the position.

 

  • MSD is guided by 4 leading values, which are outlined on our website. These values help us align our actions with a common purpose and provides a shared understanding of how we behave and the actions we take. Which value or values resonate with you and how would you display this in this role?

 

  • What does empathy mean to you? Please provide an example of a time when you demonstrated empathy towards a colleague or customer.

 

Applications close: Midnight, 17 August 2025.

He Whakaahuatanga Tūnga | Position Description

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

Ko te hono mai | Joining us

 

Joining MSD means being part of a whānau that celebrates the diversity each individual represents.  We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.


If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.