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

Contact Centre Services, Lower Hutt (Work and Income)

Full Time, Fixed Term – 26 April 2022 to 28 April 2023 

The Opportunity

Join us to make a difference to the lives of New Zealanders.  

We have a great opportunity for you to be a part of our high energy, successful and supportive team. 

We are calling for motivated and adaptable people who can hit the ground running and help deliver end to end phone services for our clients.  

Now, more than ever, you can make a meaningful difference to the lives of New Zealanders in one of our modern and busy contact centre teams in Lower Hutt.

About the Role

Working in a contact centre at the Ministry for Social Development puts you at the forefront of peoples’ lives.

Our clients need highly empathetic people to help them navigate a range of issues, so you will be required to navigate multiple systems, be responsible for sourcing information, providing support, delivering a high standard of service and quality interactions over the phone. Our comprehensive training approach will equip you to confidently work with clients, primarily through inbound calls.

What you do makes a difference. 

About You

The people we are looking for offer the following attributes to be successful in this role:

• You enjoy quality conversations and can demonstrate a history of providing clients a positive experience over the phone.
• Adaptable, resilient, and empathetic to client’s complex situations.
• Demonstrated experience using technology to solve problems.
• An eagerness to learn and desire for self-improvement.
• You work efficiently, accurately and can make good, sound decisions.
• You enjoy working in a fast-paced environment where change is normal.

What We Offer

We provide a positive and progressive work environment, where we all support each other to achieve excellent outcomes for our clients. You will enjoy modern training and opportunities to develop your career and an orientation / training plan backed by loads of support. 

Hours of work

These are full-time, fixed term opportunities until 28 April 2023.

You will be rostered for 37 hours and 55 minutes per week between the hours of 

• Monday-Friday 6:55am to 10:00pm and 
• Saturdays between 8:00am to 2:00pm.

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

Key recruitment process information

Our timeline is outlined below. Please ensure that you will be available to attend both the assessment centre and face to face interviews, should you be successful.

• Assessment Centres (14/03/2022 – 16/03/2022)
• If you are short listed, you must be able to attend a face to face interview (21/03/22 – 25/03/2)
• Salary starts from $53,502.00 per annum 
• Candidates must hold NZ Citizenship or a Permanent Resident visa at time of application

You also must be available for the entire training period which covers 26/04/2022 to 15/07/2022 (excluding usual stat holidays)

Our recruitment process moves quickly, please don’t delay putting in your application.

Position Description: https://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/client-service-support/customer-service-representative-march-2021.docx

How to apply

Attach your CV and answer the following questions in your application form

• What interests you most about this role, and why?
• Why do you think you would be a great Customer Service Representative

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

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

Applications close: 10 March 2022

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.