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Customer Service Representative, Kaihāpai Moni Oranga, Henderson Contact Centre
Job Description
Mō tēnei tūranga mahi | About this role
Ministry of Social Development
- Permanent, Full time 37.55 hours per week
- Starting Salary: $60,707 with annual progression.
- Start date: Monday 31st March 2025
Join a high-energy, whānau-focused, supportive team working together to uplift and provide mana enhancing assistance to clients over the phone.
What you'll be doing | He aha tāu e mahi ana
As the first point of contact for our clients, you'll provide inbound phone-based support to a diverse range of people. You'll use empathy and active listening to understand their needs and help navigate often complex situations.
Your responsibilities will include:
- Guiding clients through their queries and providing effective solutions.
- Making important decisions to ensure clients receive appropriate support.
- Maintaining professionalism in sensitive situations where requests cannot be granted.
- Keeping callers informed while ensuring they feel respected and understood.
- Our robust training program will set you up for success, helping you to confidently problem-solve and make a meaningful impact in your community.
- Personal resilience: Ability to look after your own wellbeing so you can support others effectively.
- Interpersonal skills: Warm, engaging, empathetic, and understanding in all interactions.
- Critical thinking: Ability to identify needs and offer tailored solutions, recognizing that one size does not fit all.
- Self-awareness: Awareness of your own values and beliefs, and how these impact others.
- Growth mindset: A commitment to learning and growing so you can deliver the best outcomes for whānau.
- Empathy and communication skills: You enjoy meaningful conversations, understand client needs, and communicate with cultural sensitivity.
- Resilience and adaptability: You're able to stay positive and composed, even in challenging situations.
- A willingness to learn: You embrace change, adapt to new technology, and seek personal and professional development.
- Attention to detail: You work efficiently, accurately, and make sound decisions.
What's in it for you l Nōu te rourou
- Annual salary progression every October.
- Access to employee wellbeing programs, including the Employee Assistance Programme (EAP).
- Discounted Southern Cross Health Insurance.
- Capability Development Framework to support your career aspirations.
- Accident insurance coverage while on the job.
You'll work 37.55 hours per week, over 5 days, rostered across the following times:
- Monday to Saturday: Between 6:30 am – 10:00 pm.
- Standard operating hours: Monday to Friday, 7:00 am – 6:15 pm; Saturday, 7:30 am – 1:30 pm.
We work on a no surprises basis, ensuring your scheduled shifts are communicated well in advance. Flexibility is essential during emergencies or national responses.
How to apply | He aha e whai ake nei
Click the "Apply" link to submit your updated CV and cover letter. You will be prompted to answer this application question:
Describe a time when you had trouble understanding someone's situation and had to help them solve a problem. What made the situation unique, and how did you adjust your approach? What did you learn from it?
Tip: Submit your application early, as we will shortlist continuously. Ensure your CV is updated and take the time to answer the application questions thoroughly.
Key recruitment dates:
To ensure our successful candidates can start on Monday, 31st March 2025, we are working towards the following key dates:
- Applications close: 17th February 2025 at 11:59 pm.
- If you are shortlisted, you'll be invited to complete a virtual video assessment.
- Interviews: Held at the Henderson Contact Centre from 25th February 2025
Other information:
- To be considered, you must be a New Zealand Citizen or Permanent Resident at the time of application.
- For more information or a confidential discussion about the role, contact Sandra Yu at Sandra.Yu001@msd.govt.nz
Salary range: $60,707.00 - $72,990.00