Call Centre Operator | Burwood Hospital

Canterbury District Health Board; Christchurch; On-site; NZD 42,000 - 54,000; Full time

Job summary

Canterbury District Health Board in Christchurch is seeking a friendly, customer-focused Contact Centre Operator to join our Community Dental Service team. You will be the first point of contact for whānau, caregivers and external agencies, handling calls and emails to help people access dental care with accurate information.

This busy call-centre role emphasizes clear communication, cultural responsiveness, and accurate data entry across multiple software systems to support service delivery and

Qualifications

• Demonstrated customer service experience, ideally in a call centre.
• 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 multiples software systems.

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 customerservice and accuracy.
• Contribute to continuous improvement initiatives that enhance the quality and efficiency of Contact Centre services.

Skills

Customer service

Active listening

Clear communication

Telephone etiquette

Computer literacy

Tools

Booking platforms

Appointment systems

Job description

• Christchurch– Burwood Health Campus – Community Dental Service
• PermanentFull-time position - 40 hours per week

Health 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 beenmapped to National Band 2 /Profile 2

For further information about the administration andclerical pay equity settlement please followthe link below:

• Manageincoming and outgoing calls and email enquiries in a professional,friendly and timely manner.
• Listen carefully to callers, identify their needs and provide accurateinformation and support to access community dental services.
• Provideculturally appropriate, respectful and responsive support to whānau andcaregivers from diverse backgrounds.
• Communicateclearly and effectively with people who may have English as a secondlanguage.
• Completeadministrative tasks associated with the efficient operation of theContact Centre.
• Usecomputer systems, booking platforms and online appointment applicationsaccurately to record information and support service delivery.
• Worktowards service objectives while maintaining high standards of customerservice and accuracy.
• Contributeto continuous improvement initiatives that enhance the quality andefficiency of Contact Centre services.

About You

You will be an excellent communicator who enjoys helpingpeople and can remain calm, professional and organised in a busy call centreenvironment. You will have the ability to quickly understand callers' needs,ask appropriate questions and provide clear, helpful information.

To be successful in this role, you will have:

• Demonstratedcustomer service experience, ideally in a call centre environment.
• Excellentlistening, questioning and communication skills.
• Aclear, friendly and professional telephone manner.
• Strongwritten English comprehension and writing skills.
• Goodcomputer literacy and the ability to work accurately across multiplesoftware systems.
• Strongorganisational skills and the ability to manage competing priorities.
• Ademonstrated ability to meet service targets and performance expectations.
• Experienceputting Te Tiriti o Waitangi into practice and a commitment to culturallysafe, 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.