Customer Service Representative | Kaihāpai Moni Oranga, Job Connect Contact Centre - Lower Hutt

• Full-time, 6 month fixed term opportunities
• Start date: 10 February 2025
• Starting salary $60,707

Create a meaningful career with one of New Zealand's largest employers and largest public service, right here in Lower Hutt.

Being part of the Ministry of Social Development, means having access to real opportunities for growth, progression and development all backed by a truly supportive and inclusive team culture.

We have fixed term opportunities available for motivated, strong communicators to provide exceptional customer service to our clients over the phone for a start date of 10 February 2025.

As a Customer Service Representative, you will experience our comprehensive and modern training approach that ensures you are equipped to confidently work with clients, primarily through inbound calls and processing applications.

We provide a positive and progressive work environment, where we all support each other to achieve excellent outcomes for our clients. Our team is renowned for its high quality of training - this often means over time our Customer Service Representatives are in high demand for progression to other roles in the Ministry. We are a diverse and inclusive site that celebrates the experiences our amazing people bring to the group, making us a strong and engaged team.

About the role | Kōrero mō te tūranga

In-Work Support is a free and voluntary service offered to clients who have recently cancelled their benefit or have transferred to Non-Beneficiary and entered Full Time Employment.

You will help clients work through any potential barriers that may arise while they are working. These barriers can be either work related or personal, by providing them with information, advice or referrals to help them. This also includes providing advice on entitlements, different services available and processing payment incentives.

You will keep in regular contact with clients through text, calls and emails for up to 48 weeks while they're in work!

Perks and Benefits:

• Flexible working arrangements
• Capability development framework to support your career aspirations with us 
• Staff discount on Southern Cross Health Insurance
• A modern office setting with contemporary contact centre technology
• Lots of practical wellbeing support through Poutuarā - peer support, Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose, feels valued are thriving and showing compassion towards self and others
• Accident insurance coverage for MSD staff
• Salary range: $60,707.00 - $72,990.00

To flourish and be successful in this role, you'll need to have the following: 

• A strong passion and purpose for helping those who are in the most need. 
• Be adaptable, resilient, and able to quickly think on your feet. 
• Can ask effective questions and have strong active listening skills.
• Have an eagerness to learn and desire for self-improvement and growth.
• You enjoy using quality conversations to help each client work through their situation and can demonstrate a history of providing clients or customers a positive experience on the phone.
• You have shown that you can work efficiently, accurately and are confident in making good decisions.
• You have learnt your way around computer systems and are confident that you can easily learn our Ministry IT systems.

Take a bit of time to read a bit more about the Customer Service Representative role: https://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/contact-centre/customer-service-representative.docx

Hours of Work

These are full-time (37.55 hours per week), opportunities.

You will be rostered to work shifts, usually between 8am and 6pm.

We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.

Key Recruitment Information

We are shortlisting as we receive applications, and will keep you updated, so please ensure you are contactable via phone or email.

If you're short listed the recruitment process will include a video assessment, interview and reference checking.  

• Make sure your CV is up to date, so we can get an idea about your skills and experience - and yes, we do want to know if you have been involved in any activities to make our communities a better place to be in.
• Candidates must be able to provide two work references (your current and previous employer) and be able pass a NZ police check.
• Candidates must hold NZ Citizenship or a Permanent Resident visa at time of application.

How to apply | Tono mai

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

Note: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description. 

All applications must be made online. If you have any queries, please contact Maureen at Maureen.Pang002@msd.govt.nz or 04 931 1602.

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

Closing date: Sunday 8 December 2024

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 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.