Call Centre Operator | Burwood Hospital

New Zealand Government; Christchurch; On-site; NZD 45,000 - 60,000; Full time

Job summary

Christchurch Burwood Health Campus - Community Dental Service is seeking a friendly, customer-focused Contact Centre Operator to join our team. You will be the first point of contact for whānau, caregivers and external agencies, handling calls, emails and other enquiries to help people access dental care.

This busy call-centre role requires clear communication, attention to detail and a commitment to culturally safe, equitable service delivery within Te Tiriti o Waitangi.

Qualifications

• Customer service experience, ideally in a call centre.
• Excellent listening, questioning and communication skills.
• Clear, friendly and professional telephone manner.
• Strong written English comprehension and writing skills.
• Good computer literacy across multiple software systems.
• Strong organisational skills and ability to manage priorities.
• Commitment to culturally safe, equitable service delivery.

Responsibilities

• Manage incoming and outgoing calls and email enquiries in a professional, friendly and timely manner.
• Listen carefully to callers, identify needs and provide accurate information to access community dental services.
• Provide culturally appropriate, respectful and responsive support to whānau and caregivers.
• Communicate clearly with people for whom English is a second language.
• Complete administrative tasks for efficient operation of the Contact Centre.
• Use computer systems and booking platforms 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 quality and efficiency.

Skills

Customer service

Call centre

Active listening

Communication skills

Written English

Multitasking

Organisational skills

Te Tiriti awareness

Tools

Booking platforms

Online appointment apps

CRM systems

Job description

Christchurch - Burwood Health Campus - Community Dental Service

Permanent Full-time position - 40 hours per week

Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

About the Role

We are seeking a friendly, customer-focused Contact Centre Operator to join our Community Dental Service team. In this role, you will be the first point of contact for whānau, caregivers, Well Child providers and external agencies seeking information, advice and support to access dental care. You will respond to incoming calls, emails and other enquiries, helping people navigate services and ensuring they receive accurate, timely and appropriate information. This is a busy, call centre-based role where your communication skills, attention to detail and commitment to providing a positive customer experience will make a real difference to children, whānau and the wider community. As part of the Administration and Clerical Pay Equity Claim settlement this role has been mapped to National Band 2 / Profile 2.

For further information about the administration and clerical pay equity settlement please follow the link below: PSA National 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 centre environment and involvement in continuous quality improvement initiatives.

We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community.

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