Customer Experience Representative - Cromwell

Central Otago District Council; Cromwell Community; Presencial; NZD 48.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dog friendly workplace

Active social club

Learning and development opportunities

Supportive team culture

Wellbeing programme

Additional leave

Descripción de la vacante

Central Otago District Council is seeking a Customer Experience Representative to join our Cromwell team on a fixed-term basis to provide maternity leave cover. This full-time role sits in our Cromwell Service Centre, delivering a welcoming first point of contact and connecting the community with Council services.

The role emphasizes customer-centric resolution, digital enablement, and collaborative work with internal teams to support the wider organisation and community success.

Formación

• Proven experience in customer service and frontline resolution.
• High level of digital literacy; comfortable navigating multiple software systems.
• Patience and ability to coach people with varying levels of computer skills.
• Strong listening and questioning skills to quickly grasp customer needs.

Responsabilidades

• Serve as approachable first point of contact for face-to-face, phone, and digital interactions.
• Coach customers on completing council business online and support digital transition.
• Triaging and categorising inquiries to direct to the correct internal teams.
• Maintain a customer-first mindset and uphold values: Be Respectful, Work Together, Be Courageous.
• Undertake additional duties to support broader operational needs of the Council.

Conocimientos

Customer service

Digital literacy

Active listening

Communication skills

Problem solving

Descripción del empleo

Closing Date: 06/12/2026

Job Type: Temporary

Location: Cromwell

Job Category: Administration,Customer Service

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

Central Otago District Council is seeking a Customer Experience Representative to join our Cromwell team on a fixed-term basis to provide maternity leave cover.

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 Cromwell Service Centre.

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.

Job Description

Job Description - Customer Experience Representative - Cromwell

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

Full-time Monday to Friday 8.30am to 5:00pm.

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

Desired Skills and Experience

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