Customer Experience Advisor

Enable New Zealand Limited; Palmerston North; On-site; NZD 48,000 - 60,000; Part time

Job summary

Enable New Zealand is seeking a Customer Experience Advisor to join our contact centre in Palmerston North. This 34-hour-per-week role provides information and support to enable customers to access Enable’s services and equipment, with a focus on clear communication, empathy and practical problem-solving.

You’ll be the first point of contact across phone, email and digital channels, aiming to resolve enquiries at first contact, maintain accurate records, and collaborate to improve service

Qualifications

• Experience in a contact centre or high-volume customer service environment.
• Clear communication, empathy and practical problem-solving.
• Ability to use technology, manage multiple channels and keep records accurate.
• Fluency in Te Reo Māori is desirable but not essential.

Responsibilities

• Assist customers via phone, email and digital channels with clear, practical guidance.
• Be the first point of contact, resolving enquiries at first contact where possible.
• Maintain accurate customer records and follow established processes.
• Collaborate across Enable to support continuous service improvement.

Skills

Customer service

Communication

Empathy

Problem solving

Job description

• Contribute to meaningful outcomes by supporting disabled people and their whānau to access essential services and equipment.
• Deliver high-quality, customer-centred service through clear communication, empathy, and practical problem-solving.
• Join a national organisation making a tangible difference for New Zealanders.

Ko wai mātau | Who we are

Enable New Zealand is a Crown-owned entity on a mission; to support disabled people and their whānau to live everyday lives in their communities. We do this by effectively managing access to equipment, modifications and information services for disabled people and their whānau on behalf of Disability Support Services (DSS) – Ministry of Social Development (MSD) and the Accident Compensation Corporation (ACC).

With our head office centrally located in Palmerston North, we deliver services to thousands of New Zealanders each year as Aotearoa's largest disability equipment provider.

Mō tēnei tūranga mahi | About this role

We are looking for a Customer Experience Advisor to join our contact centre team. This position is 34 hours per week, worked between 8.00am to 5.00pm. In this role, you’ll play an important part in ensuring people have the information and support they need to access Enable’s services with confidence. You’ll be the first point of contact for many of our customers, creating positive and reassuring experiences that reflect our commitment to care, respect and accessibility.

You will connect with customers and their whānau across phone, email and digital channels, providing clear, practical guidance tailored to individual needs. Using strong listening skills and empathy, you’ll work to understand each situation and respond thoughtfully — particularly where conversations may be sensitive or complex. You’ll aim to resolve enquiries at first contact wherever possible, while using sound judgement to elevate when needed.

Alongside this, you’ll maintain accurate customer records, follow established processes, and contribute to a consistent, high-quality service experience. You’ll work collaboratively across Enable, sharing insights and supporting continuous improvement so that our services remain responsive and effective for the communities we serve.

We’re looking for someone with experience in a contact centre or high-volume customer service environment who brings strong communication skills, attention to detail, and a calm, solutions-focused approach. You’ll be confident using technology, able to manage competing priorities, and committed to delivering a service that is respectful, reliable and people-centred.

Fluency in Te Reo Māori is desirable, but not essential, as it supports our commitment to providing inclusive, culturally responsive services and strengthening connections with the communities we serve.

If you’re passionate about helping people and want to contribute to meaningful outcomes for disabled people and their whānau, we’d love to hear from you.

Applications close: 24 September 2026 and will be reviewed as they are received.

To learn more about the role itself, you can view the job description on BambooHR. To learn more about who we are and what we do, visit the Enable New Zealand website.

Please note: You must be a NZ Resident or hold a valid NZ work visa to apply.