Advisors - customer support

New Zealand Government; Auckland; Hybrid; NZD 50,000 - 70,000; Full time

Job summary

A government agency in New Zealand is seeking passionate individuals for the role of Advisor Customer Support. This challenging position involves assisting customers daily through various platforms. Ideal candidates should have experience in customer service and possess a strong empathy for those in vulnerable situations. Flexible working conditions and a supportive team environment are provided.

Benefits

Competitive salaries

Five weeks' annual leave

Flexible working arrangements

Career development opportunities

Qualifications

• Experience handling customer queries, preferably in vulnerable positions.
• Ability to make quick, accurate decisions.
• Customer-focused, reliable, and positive attitude.

Responsibilities

• Serve as the first point of contact for customers.
• Handle up to 2,000 calls collectively per day.
• Provide support and guidance to customers.

Skills

Strong prior experience working in a call centre or similar environment

Excellent questioning and listening skills

Amazing communication skills

Resilience in challenging situations

Proficiency with technology and quick learning of new processes

Job description

Te whiwhinga mahi - Our opportunity

We are looking for passionate, empathetic and socially conscious people whose values include putting customers at the heart of every interaction.

As an Advisor Customer Support (ACS), you will be the first point of contact for almost all our customers and staff across New Zealand. Taking up to 2,000 calls per day as a collective, our team of ACS's have one of the busiest roles in the organisation. You will often find yourself working with customers in vulnerable positions, so you must have well-developed empathy and resilience.

Our ACS's are incredibly knowledgeable, answering queries across a multitude of areas - maintenance, housing, and accounts among them - and across multitude platforms including phone, email, and web chat.

This may sound like a typical call centre job, but it is not! This role will allow you to make a real difference in the community. Our ACS's are great with showing compassion while being decisive and supportive to our customers and their needs. While we are looking for skills, knowledge and experience relevant to the role, what really matters to us is the alignment of your values with ours, your desire to help others, resilience, and professionalism in the face of adversity.

Make no mistake; this can be a challenging role in a fast-paced environment. The good thing is, we have a great team so you will receive great support from your people leader and your colleagues too!

Click the link for a glimpse into a day in the life of an ACS, and see for yourself how this role makes such an important difference in our community! https://bit.ly/3Agurt9

Interested? Here are some key details to support your application:

We Are Excited To Have Multiple Permanent, Full-time And Part-time Positions Available, We've Got The Following Shifts Available. We'll Ask You For Your Preference In Your Application Form

• Shift A: Wednesday- Saturday 8am-6:30pm (40hrs/week)
• Shift B: Sunday -Wednesday 8am-6:30pm (40hrs/week)
• Shift C: Monday - Wednesday 9am-4.30 pm (Wednesdays 9 am to 3.30 pm; 20hrs/week)

Once you're fully trained, we offer a flexible working environment, which includes being able to work from home on select days each week. In order to work comfortably from home, you will need to have fibre or a high-speed internet connection, and a secure and safe space to work from with adequate lighting and ventilation. Because of the nature of the role, it is important that your home workspace is also private and free of distractions.

It's important to us to provide excellent customer service to our community, and so as a successful applicant, you'll complete our in-house training to support your learning journey as one of our newest ACS's. Our in-person 2-week training programme will be held onsite in Manukau.

Ngā Pūmanawatanga Ōu - What You Will Bring

• You've got strong prior experience working in a call centre or similar environment
• You have great questioning and listening skills, which help you to make quick, accurate decisions
• You are an amazing communicator. You're reliable, positive, and customer focused with an ability to solve a range of problems on the spot
• You are resilient and bring previous customer service experience, possibly from working with customers in vulnerable positions
• You've got proven experience using different technology and systems, and you're good at learning new processes quickly

Nōu te rourou - What's in it for you?

We offer competitive salaries, five weeks' annual leave and a benefits package including a range of insurances, flexible working arrangements and career development. These benefits are described here: https://careers.kaingaora.govt.nz/a-great-place-to-work/benefits

As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance. We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.

Mō mātou - Our Organisation

At Kāinga Ora, ours is the important responsibility of transforming New Zealand's housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.

What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives. With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build the future of Aotearoa.

We are passionate about transforming New Zealand for the better. That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

Ō tātou uara - Our values

Our Values Were Developed By Us, For Us. They Unite Us As An Organisation And Guide How We Work Every Day. Our Values Are

• Manaakitanga - People at the Heart
• Mahi Tahi - Better Together
• Whanake - Be Bold

Tūhono mai - Join us

To view the position description and apply for this role, please follow the online process via https://careers.kaingaora.govt.nz. Please note: all applicants, including existing employees, need to follow this process. If you have any questions about this role, please contact [e-mail].

Please note that applications will be reviewed as they are received, and we may progress suitable candidates prior to the closing date. This helps us ensure a timely and streamlined recruitment process and supports prompt feedback for all applicants.

Please apply with a cover letter and an up-to-date CV. In your cover letter, we want you to tell us about a key achievement in your work or personal life that you're most proud of and to share what areas of the position description resonate with you the most.

Key Elements Of The Recruitment Process

• Formal Interview: If you're selected to proceed, we'll invite you to a face-to-face interview so that we can get to know you even better and have the opportunity to meet each other in person.
• Start Date: After our pre-employment checks, successful applicants will receive offers of employment with planned start date of 10 November 2025 which align with the beginning of our ACS Training Programme.

Applications close on Friday, 19 September 2025 at 11:55pm.

We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.