Customer Service Representative | Kaihāpai Moni Oranga | Ellerslie Contact Centre

Marketplace; Auckland; Hybrid; NZD 63,000 - 74,000; Full time

Benefits offered by this job

Annual pay progression

Vision care subsidy

Accident insurance

Capability development framework

Staff discount on health insurance

Employee Assistance Programme

Job summary

Ministry of Social Development in Auckland is seeking a Customer Service Representative to be the first point of contact for clients, providing inbound phone support and guiding them to the services they need. You will listen with empathy and work to resolve challenges while using MSD systems to offer accurate information.

You will receive structured training on MSD product knowledge, ongoing support, and development opportunities.

Responsibilities

• Inbound phone support for clients from diverse backgrounds.
• Guide clients through MSD services with clear, accurate information.
• Listen with empathy and resolve challenges during calls.
• Use MSD systems and tools to provide appropriate support.
• Maintain respectful, patient, and professional communication.
• Adhere to rostered shifts and participate in training programs.

Job description

## Mō tēnei tūranga mahi | About this role* **Permanent, Full time position (37.55 hours per week)*** **Start date: 11 January 2027*** **Starting Salary: $63,004**We are a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone.**What you'll be doing | Ko te mahi**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. Your responsibilities will include:* 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.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.**What you'll need to succeed | Ko tō āhua**To thrive in this role, you will need to:* Take inbound phone calls from people in different and sometimes difficult situations, helping them access 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.* 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:** This role involves handling challenging calls, where clients may be in a difficult situations. You'll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most.**What you will get in return | Tāu e whai ai*** Annual pay progression every October* $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**Work hours: What to expect | Ngā Hāora Mahi: Ngā tūmanakohanga**You'll be rostered for 37 hours and 55 minutes per week over five days, between:Monday - Friday 6:55am to 10:00pm and Saturdays between 7:55am to 6:00pmOur standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 8:00am – 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.**How to apply | Me pēhea te tuku tono**To apply, click the 'Apply Now' button to upload your CV and your cover letter. You will also be asked to complete the online application form.Make sure your CV and cover letter is up to date so we can understand your skills and experience,you will also be asked to answer one question as part of your application:Tells us about a time when you were required to tailor your communication style to best suit your audience?**Note:** Responsible AI use in recruitment: Please review our Candidate Guidance - Responsible AI use in recruitment before submitting your application. AI can be used to support your preparation; however, we encourage you to submit responses that reflect your own experiences, thinking, and communication style. This helps us assess your suitability for the role and gain an authentic understanding of your approach.All applications must be made online. If this is not possible or if you have any queries about the role, training, hours of work or eligibility, please contact Toni Martin at [e-mail] recruitment information and dates | Ngā mōhiohio rapu kaimahi hira, me ngā rā hira**Applications close: 11:59pm, Tuesday 27 October 2026****Recruitment process overview:*** If you are shortlisted, you will be sent an e-mail invite you to complete a video assessment to answer a few more questions about your skills and experience. This will be conducted via a platform called Talegent. You will be given 48 hours' notice to complete this.* If shortlisted from there you will be invited to attend an in-person interview.* Preferred candidates will be required to complete two work reference checks from your current and/or previous employer. An internal integrity check including a Ministry of Justice check.**Start Date: 11 January 2027**Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application.**Position Description | He Whakaahuatanga Tūnga****Customer Service Representative | Kaihāpai Moni Oranga - Position Description****Salary | Utu-ā-tau: $63,004 - $73,903.00**## Ngā taipitopito tūranga mahi | Job details| | || --- | --- || Employer: | Ministry of Social Development || Location: | Auckland || Position type: | Permanent - Full Time || Category: | Customer services || Date listed: | 19-Oct-2026 || Salary range: | $63,004 - $63,004 || Closing date: | 27-Oct-2026 || Reference: | NZ/1953460 || Attachment: | customer-service-representative (26).docx (Word, 459KB) || File links: | || Website: | https://jobs.msd.govt.nz |