Customer Service Representatives | Kaihāpai Moni Oranga - Lower Hutt Contact Centre

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

• 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 Monday-Friday 6:55am–6:15pm and on the occasional Saturdays 8:00am–1:00 pm
• Successful applicants will be working rostered duties across the 5 day week and one Saturday every five weeks – rosters are published 3 weeks in advance
• While these are our current standard hours, in certain circumstances (Civil Defence emergencies etc) the contracted hours of Monday-Saturday 6:30am–10:00pm will be implemented

During various peak times we may offer overtime on some weekdays, Saturdays, and Public Holidays.

As we work rostered shifts, we use a no surprises approach and ensure that you know your roster 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.

What we offer | Tā mātou e tuku ana

• Annual pay progression
• Opportunities for development to progress across various roles within the Ministry
• Eye Vision care every 12 months
• A multicultural and vibrant culture
• An Employee Assistance Programme that supports staff wellbeing and includes free counselling sessions
• Accident Insurance

What you’ll be doing | Ko te mahi

• Managing inbound calls from those who need our support the most
• Focusing on reaching independent solutions that positively impact individuals, families and the community
• Living MSD values in the meaningful conversations you will have every day

You will be the first point of contact for our clients, where you will have the potential to give assistance and support right at your fingertips. This role allows you to make an immediate impact on the lives of everyday Kiwis through your decision making, in-depth and engaging conversations.

We provide excellent training for this position and support you as you learn how to work with us. We have a strong emphasis on coaching, staff-led development, and internal progression. This will give you the skills and experience to develop into other roles within the Ministry if desired.

How to apply | Me pēhea te tuku tono

To apply, click the 'Apply Now' button to upload your CV and cover letter, and complete the online application form. 

Internal MSD kaimahi – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.

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

• Applications close Wednesday 9 July 2025
• If you are shortlisted, the recruitment process will include a video assessment where you respond to some interview questions between the 5th and 14th July 2025
• If further shortlisted, you will be required to attend an Assessment Centre which will be held on 15th and 17th July 2025
• Interviews for the final shortlisting will be held in the week of 21st to 25th July 2025
• If successful, there will be reference checking and vetting carried out
• Candidates must be able to pass a criminal record check
• Candidates must hold NZ Citizenship or Permanent Resident Visa at time of application

You must be available to start on Monday 25 August 2025.

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.

For further enquiries | Hei pakirehua

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

Position Description | He Whakaahuatanga Tūnga

A copy of the position description can be found here. Customer Service Representative position description

Salary range | Utu-ā-tau: $61,466 - $73,903

Joining us | Ko te hono mai

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.

MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.