Who we are:

We are the Citizen & Customer Services unit and we're here to make the customer experience a great one. We're one of the first councils in New Zealand to provide the ability for citizens to manage a service request without having to call or see Council staff in person. We give customers the ability to deal with us the way that they want to; their way, any time. We give them the option to choose online, choose e-mail, choose face-to-face, or choose phoning 24/7 at a time that suits them.

Our philosophy is putting exceptional customer service at the centre of our Council. Our team are the first point of contact for the Council, and we make sure that 87% of customer queries are dealt with by us in that first interaction. We have 12 multi-channelled customer service hubs around Christchurch, where we provide front line service, take over 45,000 calls and up to 10,000 e-mails per month. If we can't help you, we'll find the person or team who can.

What you bring:

We work with a lot of online systems every day. Our ideal candidates will have experience working with multiple technology platforms, however, more important is attitude - we need people who are customer focused, able to think on their feet and keep calm under pressure. We can teach the systems if you bring the positive attitude and willingness to learn and adapt!

Given this is a work from home position, you will enjoy working autonomously; excelling in an environment where you are given independence to carry out work unsupervised, however support will always be on hand if you need it.

A typical shift could see you dealing with anything from a rates bill query (yes we get those at 2am!), to arranging emergency water repairs or liaising with police communicators around traffic management and road closures. We also support other Councils so you could be dealing with members of the local or much wider community, and given you'll be working during the late and early hours we're looking for someone who can stay positive and calm whatever the time!

What we offer:

A Customer Service position at Christchurch City Council offers huge variety, a competitive salary, supportive working environment - even remotely, and a commitment to helping you grow and develop through robust training and evaluation frameworks. As we offer 24/7 support to our community, this role forms part of our Customer Service night team, and shifts will be rostered between the hours of 4.00pm and 8.00am, with the predominant shift time from 9.00pm to 7.00am.

We have a focus on continuous improvement and we encourage our people to adopt this. We are proud of our achievements, which include receiving the CRM Contact Centre Industry Award for Public Services in 2020 and 2021.

What are you waiting for? Join us!

Additional recruitment information:

To view the position description, please visit cccjobs@govt.nz and search vacancy number 24848

Salary: To be discussed with the successful applicant 

Hours of work: Full-time, permanent. Shifts will be rostered between 4.00pm - 8.00am, with the predominant shift time 9.00pm - 7.00am

The health and safety of our residents and staff remain the Christchurch City Councils top priority. We want our facilities and services to be accessible to as many people as possible which means that anyone entering or working at any Christchurch City Council site must be fully vaccinated against Covid-19.

The Christchurch City Council is committed to creating a workplace that attracts, retains, and values employees from a diverse range of ethnicities, backgrounds and experiences. Christchurch benefits from a diverse community, introducing a wide range of experiences and skills that make our city better and Council decision making more informed.