Customer Enquiries Centre Adviser

CGR Services; Wellington; On-site; NZD 69,000 - 80,000; Full time

Benefits offered by this job

Additional MPI leave days

Annual Wellness payment

Career development

Job summary

The Ministry for Primary Industries (MPI) seeks a Customer Enquiries Centre Adviser to act as the first point of contact for customer inquiries. You will triage, coordinate to resolution, and connect customers with the right experts across MPI, while supporting complaint management and continuous service improvement.

Ideal candidates communicate clearly in writing and speech, maintain a customer-centric approach, and work effectively across teams to deliver timely, accurate responses in a

Qualifications

• Clear, professional written responses expected.
• Strong verbal communication and relationship-building skills.
• Genuine customer focus and commitment to quality outcomes.
• Sound judgement and effective problem-solving abilities.
• Ability to work across teams with diverse stakeholders.
• Calm, professional, solution-focused in challenging situations.

Responsibilities

• Act as the first point of contact for MPI customer enquiries.
• Triaging and coordinating enquiries to resolution within timeframes.
• Build strong relationships across MPI to connect customers with experts.
• Support management and resolution of customer complaints.
• Provide guidance on complex enquiries to the external contact centre.
• Identify opportunities to improve systems, processes and customer experiences.
• Maintain knowledge resources and tools to support high-quality advice.
• Contribute customer insights to inform business decisions.

Skills

Written communication

Verbal communication

Customer focus

Problem solving

Team collaboration

Attention to detail

Multi-tasking

Tools

Computer literacy

Job description

Job title: Customer Enquiries Centre Adviser
Role type: Permanent; Full-time
Location: Wellington City
Salary band & range: General Salary Range, Band G: $69,011 to $80,346 depending on skills and experience

About the Role - Kōrero mō te Tūranga

The Customer Enquiries Centre (CEC) is the front door to the Ministry for Primary Industries (MPI), connecting New Zealanders with the information, services, and support they need. As an Adviser, you'll help people navigate a wide range of topics across MPI, from biosecurity and food safety through to animal welfare and primary sector services. This is a fantastic opportunity for someone looking to start or grow their career in government. You'll gain exposure to a broad range of MPI functions, build relationships across the organisation, and develop a unique understanding of how government works behind the scenes. Working in a supportive and fast-paced environment, you'll manage customer enquiries received primarily through our email channels, while also supporting phone enquiries when required. You'll work closely with teams across MPI to ensure customers receive accurate, timely and high-quality responses, while playing an important role in improving the overall customer experience.

Key responsibilities include:

• Acting as the first point of contact for customer enquiries on behalf of MPI's business groups.
• Triaging and coordinating enquiries through to resolution within agreed timeframes.
• Building strong relationships across MPI to connect customers with the right expertise.
• Supporting the management and resolution of customer complaints.
• Providing guidance and support on complex enquiries to our external contact centre.
• Identifying opportunities to improve systems, processes and customer experiences.
• Maintaining knowledge resources and tools that support consistent, high-quality advice.
• Contributing customer insights that help inform business decision-making.

About You - Mōu

We're looking for someone who is curious, motivated, and passionate about delivering great customer experiences. Whether you're currently working in customer service, retail, hospitality, administration, a contact centre, or another people-focused environment, we'll value your ability to communicate effectively, solve problems, and build positive relationships. You'll thrive in this role if you enjoy learning, are naturally organised, and can confidently manage competing priorities. You'll be comfortable working with a wide range of people and enjoy finding solutions that make things easier for customers. To be successful you bring:

• Excellent written communication skills and the ability to prepare clear, professional, customer-focused responses.
• Strong verbal communication and relationship-building skills.
• A genuine customer focus and commitment to delivering quality outcomes.
• Sound judgement and effective problem-solving skills.
• Confidence working across teams and with a variety of stakeholders.
• The ability to remain calm, professional, and solution-focused when handling challenging customer situations.
• Good computer literacy and confidence learning new systems and processes.
• Strong attention to detail and an ability to manage multiple priorities.
• Experience in a contact centre, customer service, or public sector environment would be advantageous, but isn't essential.
• We are interested in people who are eager to learn, demonstrate initiative, and are excited by the opportunity to develop a broad understanding of MPI and the wider public sector.

You do not need to meet all of the role requirements to apply. We offer a breadth of development and learning opportunities and will welcome an application if you think you could make a great fit.

About the Team - Mō tōmātouRōpū

Our team is diverse, supportive, and genuinely enjoys working together. We bring a wide range of backgrounds and experiences, but we're united by a shared commitment to helping customers and delivering great outcomes. You'll be encouraged to learn, contribute ideas, and build your capability, while having the support of a close-knit team around you. We work hard, support one another, and value a healthy work-life balance. This is a team where you'll have the opportunity to make a real contribution while developing skills and experience that can open doors to future opportunities across MPI and the wider public sector.

About MPI - Mō teManatūAhuMatua

The Ministry for Primary Industries (MPI) partners with New Zealand's food and fibre sector to be the world's most trusted provider of high-value food and fibre products.

Benefits of working at MPI - NgāhuaotemahiiteManatūAhuMatua

• Additional MPI leave days
• Annual Wellness payment
• Career development and internal opportunities across the branch and organisation

Are you ready to make a difference? - Kua rite koe mō tēnei mahi whaitake?

We are committed to being a good partner under Te Tiriti o Waitangi which includes working closely with iwi, hapū, whānau and hāpori. We aspire to reflect the diverse communities we serve, so we welcome applications from individuals of all backgrounds, and identities. As an organisation, we are committed to making Manatū Ahu Matua Ministry for Primary Industries a great place to work for all.

In your cover letter we'd like to know about you, your values; your interest and motivations for this role; the abilities, strengths, personal attributes, and diverse perspectives you will bring to the role and this organisation, which may have also been gained outside of the workforce.

To apply, you must hold the right to work in New Zealand or be eligible to obtain it.

If you have any questions about the role, please email [e-mail].

Applications close at 11:59pm on Wednesday 9th September 2026.