Customer Service Representative | Kaihapai Moni Oranga | Henderson Contact Centre

Job description

Ministry of Social Development
Permanent, full-time position ****** hours per week)
Location: Henderson
Start date: 8 December ****
Starting salary: $6
1,466
with annual salary progression
We are a high-energy, whanau-focused, and supportive team.

We work together to uplift and provide mana-enhancing support to clients over the phone.
What you'll be doing | Ko te mahi
In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations.

Your responsibilities will include:
Guiding clients through our services by providing clear and accurate information.
Offering tools and support to help clients access the services they need.
Listening with empathy and working to resolve challenges during calls.
Making decisions using tools and resources to ensure the right support is provided.
Some calls may be difficult, as you'll be assisting people with essential needs.

At times, we may not be able to grant every request.

However, we focus on ensuring every client feels respected, listened to, and understood.

When possible, we will work together to find alternative solutions.
What you'll need to succeed | Ko to ahua
To thrive in this role, you will need to:
?
Take
inbound phone calls
from people in different and sometimes difficult situations, helping them access services.
?
You will need to demonstrate
strong emotional resilience
and personal wellbeing management.

The role involves supporting clients who may be in challenging circumstances.

Your ability to remain calm, empathetic, and professional while navigating complex conversations will be essential to your success.
?
This role requires sustained focus and
emotional resilience
.

We encourage applicants to have strategies in place for managing their wellbeing and workload effectively, and we provide peer and team support to help you maintain this
?
Provide clear and accurate
information about available support and services.
?
Lead conversations with patience and empathy
, ensuring callers feel heard and respected.
?
Be comfortable with technology,
using systems while talking to clients at the same time.
?
Help people
navigate complex situations,
using available tools and resources to support their needs.
?
Commit to being present and
reliable for your rostered shifts
, working ***** hours per week.

Regular attendance is essential to support our clients and maintain team service levels.
What you will get in return | Tau e whai ai
Annual pay progression
$400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses
Accident insurance coverage for MSD staff
Capability development framework to support your career aspirations with us
Staff discount on Southern Cross Health Insurance
Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.
You will also be part of a close-knit, whanau-focused team where peer support, coaching, and daily check-ins ensure you are supported as you grow your confidence in the role.
Learn about more of our employee benefits here:
Employee Benefits
Work Hours: What to expect | Nga Haora Mahi: Nga tumanakohanga
You'll be rostered for 37 hours and 55 minutes per week over five days, between:
Monday - Friday 6:55am to 10:00pm and Saturdays between 7:55am to 6:00pm
Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 8:00am – 1:30pm.
We work on a no-surprises basis—you'll know your shifts well in advance.

As part of our role in supporting communities, we also respond to emergency events across Aotearoa.

This means you may need to be flexible and ready to assist when needed.
??
Need clarification?
Contact us if you would like to discuss
reasonable accommodations
to help you succeed in this role
How to apply | Me pehea te tuku tono
To apply, click the 'Apply Now' button to upload your CV and complete the online application form.
Internal MSD Employees
– please apply through your myHR portal at work.

This will ensure that your myHR employee profile is visible as internal candidate.
Make sure your CV is up to date so we can understand your skills and experience.

Instead of a cover letter, you'll answer one question in your application:
What is one skill you gained from previous work experience that would be valuable in this position?

What steps did you take to improve this skill, and how did you know you had improved?
Note:
Your application and responses to the application questions are a key part of our assessment process.

We encourage you to take the time to read through it carefully and provide well detailed answers in your own words.

We are looking to understand your personal experience, communication style, and suitability for the role.
??
All applications must be made online.

If this is not possible or if you have any queries, please contact us at Sandra Yu
********
Important recruitment information and dates | Nga mohiohio rapu kaimahi hira, me nga ra hira
??
Applications close:
Midnight, Monday 20th October ****
??
Recruitment process overview:
• Step 1: If shortlisted from your application, complete a video assessment.
• Step 2: Attend a face-to-face interview (if successful in Step 1).
• Step 3: Reference checks (two required: current and previous employer).
• Step 4: Internal integrity check, including MOJ check.
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Start Date:
8 December ****
??
Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application.
Position Description | He Whakaahuatanga Tunga:
Customer Service Representative | Kaihapai Moni Oranga Position Description
Salary | Utu-a-tau: $61,****** - $73,******

Required Skill Profession

Other General