Customer Service Representative - Call Centre

Wellington City Council; Wellington; Hybrid; NZD 50,000 - 60,000; Full time

Benefits offered by this job

Five weeks' annual leave

Flexible working options

Health and wellbeing support

Staff discounts

Learning and development opportunities

Job summary

Wellington City Council is hiring a Customer Service Representative for the Call Centre in Wellington CBD. You will be the first point of contact, helping residents with a range of enquiries across services such as payments, licensing, parking, planning and rates.

You will work a mix of weekdays and weekends and complete a comprehensive training program to handle multiple systems. We value a calm, friendly, service‑mocused approach and strong communication skills.

Qualifications

• Experience helping customers in any setting is acceptable.
• Ability to navigate information and follow procedures across services.
• Strong listening and clear, friendly communication by phone and email.

Responsibilities

• Be the first point of contact for customers via phone and email.
• Assist with enquiries across multiple Council services.
• Learn and adapt to new systems during comprehensive training.
• Deliver helpful, accurate information and resolve issues where possible.

Skills

Customer service

Communication skills

Problem solving

Phone & email support

Tools

CRM systems

Job description

Customer Service Representative - Call Centre

• Ready to start a career that makes a difference?
• Love helping people, solving problems, and learning something new every day?
• Want to build valuable skills while supporting the people of Pōneke?

Our people care deeply about the city and communities we serve. Every day, our work helps make Pōneke a better place to live, work, and play, from libraries, pools, parks and gardens to streets and essential Council services.

Join Wellington City Council's Customer Services team and turn your enthusiasm for helping people into a rewarding career.

Who are we?

Based in our lovely new Council offices nestled between the waterfront and Te Matapihi Library, our Contact Centre helps customers navigate Council services 24 hours a day, seven days a week.

As a Customer Service Representative, you’ll be one of the first people customers connect with. You’ll help with enquiries across services such as payments, dog licensing, animal control, parking, building, planning, and rates, making every interaction clear, helpful, and positive.

We’re hiring Customer Service Representatives who can work a mix of weekdays and weekends, providing service by phone and email. Regular hours of work will be agreed with successful candidates.

Āu ake mahi |Whatyou'lldo

Like our city, the mahi is varied. You’ll listen, ask the right questions, navigate information, and find practical solutions for customers. You’ll learn alongside a friendly, supportive team that wants you to succeed, while building confidence in handling a wide range of customer requests.

This is an ideal launchpad for your career: you’ll gain broad knowledge of Council services, strengthen your communication and problem-solving skills, and discover opportunities to grow across the organisation.

Ngā tohu me ngā wheako | Qualifications and experience

You’ll bring experience helping customers, but it doesn’t need to be from a contact centre. If you’ve built strong people skills in hospitality, retail, community work, volunteering, or another customer-facing setting, we’d love to hear from you.

Our comprehensive training programme will help you build the technical knowledge needed for the role. You’ll need to be comfortable learning new technology and moving between multiple systems.

What matters most is your ability to connect with people, stay curious, and deliver excellent service. You’ll also bring:

• A friendly, calm, and professional approach
• Clear communication by phone and email
• Empathy, resilience, and confidence when conversations are challenging
• Strong attention to detail and the ability to follow policies and procedures
• Sound judgement and a practical approach to finding positive outcomesGreat time management and the ability to thrive in a fast-paced environment
• A collaborative mindset and a strong work ethic

Nōu te rourou | What's in it for you

Build your career while doing work that matters. Council benefits include five weeks' annual leave, flexible working options, health and wellbeing support, staff discounts, and a wide range of learning and development opportunities.

Applications close onSundayOctober 11th. Candidates must hold the current right to live and work in New Zealand.

Shortlisted applicants will be invited to an in-person assessment centre on Tuesday October 27th.

Pre-employment Checks: All employees must undergo a Criminal Conviction prior to employment.

We want your application to enable you to portray the real you. Skills are gained across many areas of our lives, not just through formal employment. If you can demonstrate the skills listed in the advert through whānau life, community or mahi aroha (volunteering), we encourage you to apply and share your story with us in your cover letter.

We welcome applications from all people and want our workforce to reflect the diverse communities we serve.

Tautoko mō te Whai Wāhi | Accessibility Support

We want to make sure any accessibility requirements you may have are well supported so the selection process is equitable for everyone. Please let us know if there are any adjustments or support you need to participate in the recruitment process.

Details

Location(s): Wellington CBD

Expertise: Administration and business support, Community services, Complaints and issues resolution, Customer service and contact centre