Customer Service Representative

New Zealand Government; Whanganui; On-site; NZD 48,000 - 60,000; Full time

Job summary

Health New Zealand is seeking a Customer Service Representative based in Whanganui. You will be the first point of contact, providing health information and guidance across phone and digital channels to support whānau and communities.

In a fast-paced contact centre, you’ll respond to enquiries, resolve issues at first point of contact where possible, and maintain professionalism, empathy, and accuracy in every interaction. Strong communication and teamwork are essential to succeed.

Qualifications

• Previous experience in a customer service or contact centre environment.
• Excellent communication skills with the ability to build rapport quickly and handle sensitive conversations.
• Strong problem-solving skills with the ability to resolve customer queries and complaints effectively.
• Ability to remain calm, focused, and adaptable in a high-pressure environment.
• A collaborative team player with a high level of integrity and professionalism.

Responsibilities

• Respond to enquiries from customers and their whānau across multiple channels, including phone and digital platforms.
• Resolve issues at first point of contact where possible to provide timely solutions.
• Ensure every interaction is handled with professionalism, empathy, and accuracy.
• Work closely with team to meet performance targets and maintain a strong customer focus.

Skills

Customer service

Communication

Problem solving

Calm under pressure

Team player

Job description

Permanent, full-time position based in Whanganui. Be the first point of contact supporting whānau and communities across Aotearoa.Join a fast-paced, purpose-driven Contact Centre where you'll make a real difference every day.Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to 5 million New Zealanders.We provide essential hospital, specialist, and community health services across 80+ locations - from large urban centres to rural towns and remote communities.Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible and innovative care.

About the Role

As a Customer Service Representative, you'll be the first point of contact for Health New Zealand, supporting customers and their whānau through a wide range of enquiries. Working within a busy Contact Centre environment, you'll provide health information, guidance, and support across multiple channels — including phone and digital platforms.

Your day-to-day will involve responding to enquiries, resolving issues at first point of contact where possible, and ensuring every interaction is handled with professionalism, empathy, and accuracy. You'll work closely with your team to meet performance targets while maintaining a strong customer focus, ensuring people feel heard, supported, and confident in the information they receive. This is a role where your communication skills, resilience, and ability to stay calm under pressure will truly shine.

About you

As a Customer Service Representative, you'll bring a passion for helping people, strong communication skills, and the ability to thrive in a fast-paced environment.

• Previous experience in a customer service or contact centre environment.
• Excellent communication skills with the ability to build rapport quickly and handle sensitive conversations.
• Strong problem-solving skills with the ability to resolve customer queries and complaints effectively.
• Ability to remain calm, focused, and adaptable in a high-pressure environment.
• A collaborative team player with a high level of integrity and professionalism.

Working for Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community.

We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.