Customer Service Officer (Fixed Term)

Napier City Council; Napier; On-site; NZD 62,000 - 69,000; Full time

Benefits offered by this job

Employee Assistance Program

Quarterly values awards

Social club

Free flu vaccinations

Ka Awatea Cultural Wānanga

Te Reo Māori language classes

Flexible work arrangements

Job summary

Napier City Council is seeking a Customer Services Officer to be the friendly face of the community, handling enquiries, applications, bookings, payments, and complaints from residents and visitors. You will guide customers through Council processes and connect them with the right person to resolve issues, ensuring a positive experience.

This fixed-term role (to July 2027) is based in the Napier Customer Service Centre, 40 hours per week, Monday to Friday, with a competitive salary package and

Qualifications

• Extensive customer service experience across inquiries and complaints.
• Strong communication and interpersonal skills.
• Proficient with Microsoft Office and digital systems.
• Ability to work accurately in a busy environment.
• Positive, proactive, and service-focused attitude.

Responsibilities

• Deliver frontline service to every customer.
• Process applications, registrations, bookings, and payments.
• Respond to service requests and keep information systems current.
• Guide customers through Council processes.
• Contribute to system improvements for better service.

Skills

Customer service

Communication

Microsoft Office

Problem solving

Time management

Job description

Join Napier City Council as a Customer Services Officer and become the friendly face our community relies on. As the first point of contact for residents, ratepayers, and visitors, you’ll provide professional, accurate, and timely support across enquiries, applications, bookings, payments, and complaints. Your ability to guide customers through Council processes, connect them with the right people, and resolve issues will help ensure every interaction is a positive one.

If you’re passionate about people, enjoy problem-solving, and take pride in delivering excellent service, this role offers a rewarding way to make a difference in your community. This is a fixed term opportunity to cover an internal secondment.

Te Āheinga - The Opportunity

• Deliver approachable, professional, and efficient frontline service to every customer.

• Accurately and promptly process applications, registrations, bookings, and payments.

• Respond to service requests, ensuring information and systems are kept current and reliable.

• Offer clear, helpful guidance to customers navigating Council services and direct them to the right support.

• Play an active part in improving systems and processes to enhance the customer experience.

He kōrero mōhou - About You

• Extensive customer service experience, with confidence handling a wide range of enquiries and situations.

• Strong communicator with excellent interpersonal skills and a warm, professional manner.

• Proficient in Microsoft Office and comfortable using digital systems, databases, and administrative tools.

• Calm under pressure, with the ability to juggle priorities and maintain accuracy in a busy environment.

• Positive, proactive, and solutions-focused, with genuine enthusiasm for helping people and improving how services are delivered.

Ngā painga mōhou - What we Offer

• Employee Assistance Program (OCP)

• Quarterly values awards + Social club

• Free flu vaccinations (annual)

• Ka Awatea Cultural Wānanga + NCC Kapa Haka

• Te Reo Māori language classes

• Flexible work arrangements (role dependent)

This is a fixed-term, til July 2027 opportunity working 40 hours per week, Monday-Friday. You will be based in our Customer Service Centre on Hastings St in Napier.

The annual salary package for this role is $62,055 - $69,355 (including KiwiSaver), with the final offer depending on your skills and experience.

We will be interviewing applications as we receive them and may close the role when we have found the right person.

He kōrero mō Te Kaunihera o Ahuriri - About NCC

At Napier City Council, we are proud to be an equal opportunity employer that values diversity. We welcome applicants from all backgrounds and work to make our hiring process fair and accessible. If you need any support or adjustments during your application or interview, let us know—we’re happy to help!

Our success is grounded in strong partnerships with Mana Whenua and Iwi, supported by our Māori Partnerships team, Te Waka Rangapū, which builds cultural capability through education and training.

Before you join, you’ll need to complete pre-employment checks (including criminal background checks, with some roles requiring health screening and drug & alcohol testing). As an NCC employee, you may also be called on to support Civil Defence emergencies when our community needs us most.

Job Description – Customer Service Officer