Customer Service Advocate — Empathy-Driven Support

Ministry of Social Development; Wellington; On-site; NZD 63,000 - 74,000; Full time

Benefits offered by this job

Annual pay progression

Vision care subsidy

Accident insurance

Career development framework

Health insurance discount

Wellbeing support

Job summary

Ministry of Social Development in Lower Hutt is seeking Customer Service Representatives to join the Work and Income general line, handling inbound calls from diverse clients. You will receive structured training to build product knowledge and confidence to work independently.

Roles involve shift work averaging 37.55 hours per week, with early mornings to evenings and occasional Saturdays. Candidates must hold NZ citizenship or a Permanent Resident visa at application.

Qualifications

• Take inbound phone calls from clients to provide information and access to services.
• Provide clear and accurate information about available support and services.
• Lead conversations with patience and empathy, ensuring callers feel heard and respected.
• Be comfortable with technology, using systems while talking to clients at the same time.

Responsibilities

• Be first point of contact for clients via inbound calls.
• Guide clients through services and access to supported options.
• Listen with empathy and resolve challenges during calls.
• Make decisions using tools to provide the right support.

Skills

Inbound calls

Clear communication

Empathy

Tech proficiency

Job description

Ministry of Social Development in Lower Hutt is seeking Customer Service Representatives to join the Work and Income general line, handling inbound calls from diverse clients. You will receive structured training to build product knowledge and confidence to work independently.

Roles involve shift work averaging 37.55 hours per week, with early mornings to evenings and occasional Saturdays. Candidates must hold NZ citizenship or a Permanent Resident visa at application.