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Customer Service Representative

Date:  04-Aug-2022

Wellington, NZ


About us

The Ministry of Social Development is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities.
As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.



Customer Service Representative


Permanent Roles

Position Based in Wellington CBD 



The Opportunity


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 high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to our vulnerable and we are seeking motivated, strong communicators to provide exceptional customer service to our clients over the phone.




The role


We currently service and support our Seniors and Veterans, International services and working age benefits.


You will also be a part of the Ministry’s nationwide response to Covid-19 and its impact on our communities and whanau


Although you will be part of a team, you will work independently to provide phone-based support to a range of people with various backgrounds, ages and situations providing the necessary tools and support to access our services. 

•    We are offering full-time (37.55 hours per week), permanent opportunities.
•    Your scheduled shifts will be for 5 days across Monday to Saturday between 6.30am to 10.00pm 
•    We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.



About You


As a customer service representative here at the Ministry of Social Development, you will be placed at the forefront of people’s lives. This will require you to lead with empathy and understanding to help navigate a range of queries from providing immediate support to linking clients to external services. 

You will be involved in making important decisions to ensure positive outcomes for our people as well as contributing to a diverse and supportive team. 



To ensure success in this role we are looking for individuals with the following skills and attributes:


•    Effective communication skills and questioning techniques with experience working with a variety of people 
•    Technical proficiency and experience with the use of multiple systems and screens.
•    Flexibility with hours and the ability to adapt to new circumstances as they arise
•    Resilience and the capacity to work well under pressure 
•    Effective relationship building with a focus on whanaungatanga and kotahitanga




About us


At the Ministry of Social Development, we are committed to the positive outcomes for others.  We help every day New Zealanders navigate through difficult situations and support them to become safe strong and independent.

We are committed to the growth and development of our people and many who have worked with us in our contact centre have enjoyed the opportunity to grow and build successful careers across the Ministry.  


We provide tailored training opportunities to support your learning to build confident, capable, and curious individuals in an adult learning environment. We conduct your learning journey with a large emphasis on learning in the mahi with wrap around support provided by our Capability Developers.




Our current operating hours are:

Mondays and Friday - between 6.30am to 10.00pm
Saturdays – 6:30 – 10.00pm 
You will be required to work 37.55 hours per week across 5 shifts.



Salary range: $54,707.00 - $66,864.00

How to apply



Please upload your current CV along with two or more available referees along with their contact details.  


In place of a cover letter, you will be prompted to answer 3 additional questions in the application form (your answers should be 100 to 200 words):


•    What is it specifically that attracts you to this role?
•    What would you expect when receiving good customer service?
•    Understanding your expectation of service, why do you believe you would be a good customer service representative for MSD?



Applications close: Sunday 14th August



Interviews will be held between Monday 15th August – Thursday 18th August 


Successful candidates’ start date: Monday 19th September 2022







All applications must be made online.  If this is not possible or if you have any queries, please contact us at


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









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.


MSD has a COVID-19 vaccination policy which requires employees to be fully vaccinated prior to 1 September 2022. From 1 September 2022 MSD's policy will be to encourage, but not require, employees to be fully vaccinated for COVID-19 and its variants unless the role is identified as requiring vaccination at the time.