Call Centre Operator | Burwood Hospital

Health New Zealand - Te Whatu Ora Waitaha Canterbury; Christchurch; On-site; NZD 42,000 - 54,000; Full time

Job summary

Health New Zealand - Te Whatu Ora Waitaha Canterbury is seeking a friendly Contact Centre Operator for the Community Dental Service at Christchurch Burwood Health Campus. You will be the first point of contact handling calls, emails and inquiries, guiding whānau and caregivers to dental care with accurate information.

This busy role emphasizes listening, clear communication and culturally safe service; you will use multiple systems and booking platforms to log information and support service

Qualifications

• Demonstrated customer service experience, ideally in a call centre environment.
• Excellent listening, questioning and communication skills.
• Clear, friendly and professional telephone manner.
• Strong written English comprehension and writing skills.
• Good computer literacy and ability to work across multiple software systems.
• Strong organisational skills and ability to manage competing priorities.
• Experience applying Te Tiriti o Waitangi to service delivery.

Responsibilities

• Manage incoming and outgoing calls and email enquiries professionally and promptly.
• Listen to callers, identify needs and provide accurate information to access dental services.
• Provide culturally appropriate, respectful and responsive support to whānau and caregivers from diverse backgrounds.
• Communicate clearly with people who may have English as a second language.
• Complete administrative tasks to ensure efficient operation of the Contact Centre.
• Use computer systems and booking platforms to record information and support service delivery.
• Work toward service targets while maintaining high standards of customer service and accuracy.
• Contribute to continuous improvement initiatives to enhance Contact Centre quality and efficiency.

Skills

Customer service

Active listening

Communication skills

Written English

Computer literacy

Cultural safety

Tools

Booking platforms

CRM software

Job description

Christchurch - Burwood Health Campus - Community Dental Service Permanent Full-time position - 40 hours per weekHealth New Zealand | Te Whatu Ora is firmly grounded in theprinciples of Te Tiriti o Waitangi and is committed to building a health systemthat serves all New Zealanders.

About the Role

We are seeking a friendly, customer-focused Contact CentreOperator to join our Community Dental Service team. In this role, you will be the first point of contact forwhānau, caregivers, Well Child providers and external agencies seekinginformation, advice and support to access dental care. You will respond toincoming calls, emails and other enquiries, helping people navigate servicesand ensuring they receive accurate, timely and appropriate information. This is a busy, call centre-based role where yourcommunication skills, attention to detail and commitment to providing apositive customer experience will make a real difference to children, whānauand the wider community. As part of the Administration and Clerical Pay Equity Claimsettlement this role has been mapped to National Band 2 /Profile 2 For further information about the administration andclerical pay equity settlement please follow the link below: PSANational Health Administration Collective Agreement - FINAL(tewhatuora.govt.nz)

Key Responsibilities

• Manage incoming and outgoing calls and email enquiries in a professional, friendly and timely manner.
• Listen carefully to callers, identify their needs and provide accurate information and support to access community dental services.
• Provide culturally appropriate, respectful and responsive support to whānau and caregivers from diverse backgrounds.
• Communicate clearly and effectively with people who may have English as a second language.
• Complete administrative tasks associated with the efficient operation of the Contact Centre.
• Use computer systems, booking platforms and online appointment applications accurately to record information and support service delivery.
• Work towards service objectives while maintaining high standards of customer service and accuracy.
• Contribute to continuous improvement initiatives that enhance the quality and efficiency of Contact Centre services.

About You

To be successful in this role, you will have: Demonstrated customer service experience, ideally in a call centre environment.Excellent listening, questioning and communication skills.A clear, friendly and professional telephone manner.Strong written English comprehension and writing skills.Good computer literacy and the ability to work accurately across multiple software systems.Strong organisational skills and the ability to manage competing priorities.A demonstrated ability to meet service targets and performance expectations.Experience putting Te Tiriti o Waitangi into practice and a commitment to culturally safe, equitable service delivery.

Desirable: Experience in a professional call centreenvironment and involvement in continuous quality improvement initiatives.

If you are passionate about customer service, enjoy workingwith people and want to make a positive difference in your community, we wouldlove to hear from you.

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuringexcellent healthcare for the people of New Zealand. We embrace a workforce thatis diverse and inclusive so that we are better positioned to understand andservice our community.

We welcome applications from our diverseMāori, Pacific, disabled, and rainbow communities.