Customer Service Representative - Kaihāpai Moni Oranga, Dunedin Contact Centre

Ministry of Social Development NZ; Dunedin; On-site; NZD 61,000 - 74,000; Full time

Job summary

A government organization in New Zealand is seeking a customer support representative in Dunedin. You will handle inbound calls, assisting clients from diverse backgrounds with empathy and support. The ideal candidate will demonstrate emotional resilience and effective communication skills. This full-time role offers a salary range between $61,466 and $73,903, alongside professional development opportunities and a supportive work environment.

Benefits

Annual pay progression

$400 Vision care subsidy

Accident insurance coverage

Staff discount on health insurance

Employee Assistance Programme

Qualifications

• Take inbound phone calls from diverse clients.
• Help clients access services with empathy.
• Demonstrate strong emotional resilience.
• Be comfortable with navigating technology.

Responsibilities

• Guide clients through services and provide accurate information.
• Listen empathically to clients and resolve challenges in calls.
• Manage complex situations and commitments effectively.

Skills

Emotional resilience

Patience

Clear communication

Technological proficiency

Job description

In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations.

Overview

Your responsibilities will include the following:

• Guiding clients through our services by providing clear and accurate information
• Offering tools and support to help clients access the services they need
• Listening with empathy and working to resolve challenges during calls
• Making decisions using tools and resources to ensure the right support is provided

Some calls may be difficult, as you’ll be assisting people with essential needs. At times, we may not be able to grant every request. However, we focus on ensuring every client feels respected, listened to, and understood. When possible, we will work together to find alternative solutions.

What you need to know

• You will receive a structured training programme to build your MSD product knowledge, skills, and confidence to perform the role independently
• We provide ongoing support and training to help you succeed
• Your work will make a real difference in our communities

Ko tō āhua - What you\'ll need to succeed

• Take inbound phone calls from people in different and sometimes difficult situations, helping them access services. Lead conversations with patience and empathy, ensuring callers feel heard and respected
• This role requires sustained focus and emotional resilience. We encourage applicants to have strategies in place for managing their wellbeing and workload effectively, and we provide peer and team support to help you maintain this
• Provide clear and accurate information about available support and services
• Be comfortable with technology, using systems while talking to clients at the same time
• Help people navigate complex situations, using available tools and resources to support their needs
• Commit to being present and reliable for your rostered shifts, working 37.55 hours per week. Regular attendance is essential to support our clients and maintain team service levels.

Please note: You will need to demonstrate strong emotional resilience and personal wellbeing management. The role involves supporting clients who may be in challenging circumstances. Your ability to remain calm, empathetic, and professional while navigating complex conversations will be essential to your success.

Tāu e whai ai - What you will get in return

• Annual pay progression
• $400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses
• Accident insurance coverage for MSD staff
• Capability development framework to support your career aspirations with us
• Staff discount on Southern Cross health insurance
• Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose
• You will also be part of a close-knit, whānau-focused team where peer support, coaching, and daily check-ins ensure you are supported as you grow your confidence in the role

You\'ll be rostered for 37 hours and 55 minutes per week over five days, between:

• Monday - Friday 6:55am to 10pm and Saturdays between 7:55am to 6pm

Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and on Saturday 8am - 1:30pm.

We work on a no-surprises basis - you\'ll know your shifts well in advance. As part of our role in supporting communities, we also respond to emergency events across Aotearoa. This means you may need to be flexible and ready to assist when needed.

Need clarification? Contact us if you would like to discuss reasonable accommodations to help you succeed in this role.

Me pēhea te tuku tono - How to apply

To apply, click the 'Apply Now' button to upload your CV and complete the online application form.

Make sure your CV is up to date so we can understand your skills and experience and include a brief cover letter that talks to your current situation and what has drawn you to apply for the role.

All applications must be made online. If this is not possible or if you have any queries, please contact Alle Galo at [emailprotected]

Applications close: Midnight on Sunday, 5 October

Recruitment process overview:

• Step 1: If shortlisted from your application, complete a video assessment
• Step 2: Attend a face-to-face interview (if successful in Step 1)
• Step 3: Reference checks (two required: current and previous employer)
• Step 4: Internal integrity check, including Ministry of Justice check.

Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application

Utu-ā-tau - Salary range: $61,466 - $73,903