Customer Experience Representative

Central Otago District Council; Alexandra; On-site; NZD 48,000 - 60,000; Full time

Benefits offered by this job

Dog friendly workplace

Active social club

Learning and development opportunities

Supportive team culture

Wellbeing programme

Additional leave

Job summary

Central Otago District Council in Alexandra invites applications for a Customer Experience Representative. You will be the welcoming front door for the community, resolving inquiries at first contact and guiding customers through online council processes.

The role emphasizes a customer-centric approach and collaboration with internal teams. Joining CODC offers a supportive team culture, opportunities for learning, and a dog-friendly workplace.

Qualifications

• Proven experience in customer service and frontline resolution.
• High level of digital literacy with the ability to confidently navigate multiple software systems.
• Patience and the ability to confidently coach people with varying levels of computer skills.
• Strong listening and questioning skills to quickly grasp customer needs.
• Positive, friendly and honest attitude.

Responsibilities

• Serve as an approachable first point of contact for face-to-face, phone, and digital interactions.
• Coach customers on how to complete council business online to support digital transition.
• Resolve high-volume inquiries at first contact and triage complex requests to the correct departments.
• Triages and categorises complex requests to direct them to appropriate internal teams without delay.
• Uphold a customer-first mindset and support the wider organisation in delivering positive community experiences.

Job description

Posted: 02/11/2026

Closing Date: 22/11/2026

Job Type: Permanent - Full Time

Location: Alexandra

Job Category: Customer Service

Be part of our Alexandra-based Customer Experience team, providing a welcoming first point of contact and connecting our community with Council services

Are you passionate about your community and love helping people? We are looking for an approachable, efficient, and digitally savvy individual to join our Community Experience team as a full-time Customer Experience Representative based in our Alexandra Service Centre.

Job Description

Job Description - Customer Experience Representative

About Our Organisation

Here at Central Otago District Council, we are a team with a common goal – to make a meaningful impact on our community and shaping the future of this remarkable region. Joining CODC means more than just finding a new workplace; it’s about becoming a part of a network of forward-thinking individuals who are passionate about creating a positive and enjoyable work environment every day.

As a values-based organisation, we centre our work on our whakataukī: ‘Me manaaki tētahi ki tētahi, me pakihiwitahi te tū – kia haere tahi ai tātou’ - Respect each other, stand shoulder to shoulder – So that we may travel on this journey together.

About The Role

As the primary touchpoint for the Customer Experience team, this role acts as the welcoming "front door" for the community. The focus is on delivering a customer-centric experience by resolving high-volume inquiries at first contact, empowering the community through digital enablement, and expertly triaging, categorising, and assigning more complex requests to the correct departments. This role champions a collaborative "One Team" mindset, working constructively alongside internal departments to build strong working relationships and support the wider organisation in achieving positive experiences for the community.

Your Working Hours

4 days per week 8.15 am to 5pm.

Key Responsibilities

• Serve as an approachable, empathetic first point of contact for face-to-face, phone, and digital interactions.
• Actively support the community's digital transition by coaching customers on how to complete council business online.
• Utilise active listening to efficiently resolve high-volume inquiries (including rating, debtor, and general community queries).
• Accurately triage and categorise complex requests to ensure they are directed to the correct internal teams without delay.
• Adopt a "customer-first" and problem-solving mindset, aligning with our values:

Be Respectful, Work Together, Be Courageous.

• Undertake any other duties, tasks, or projects as and when required to support the broader operational needs of the Council.

About You

To Be Successful In This Role, You Will Bring

• Proven experience in customer service and frontline resolution.
• A high level of digital literacy with the ability to confidently navigate multiple software systems simultaneously.
• Patience and the ability to confidently coach people with varying levels of computer skills.
• Strong listening and questioning skills to quickly grasp customer needs.
• A positive, friendly, and pleasant attitude, combined with honesty and integrity.
• Experience in Local Government is an advantage, but not essential.

Benefits

• Dog friendly workplace
• An active social club
• Learning and development opportunities
• Supportive team culture
• Wellbeing programme
• Additional leave

• Applications close: 22/11/2026
• Any enquiries about this role please email: [e-mail]