Customer Service Representative | Kaihāpai Moni Oranga | Henderson Contact Centre

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

Job summary

A government social services agency in Auckland seeks a dedicated individual for a permanent full-time role. You will be the first point of contact for clients, providing empathetic support over the phone. Responsibilities include guiding clients, offering tools to access services, and resolving inquiries. The ideal candidate must demonstrate emotional resilience and strong communication skills. A supportive team environment and annual salary progression are offered.

Benefits

Annual pay progression

$400 Vision care subsidy

Accident insurance coverage

Capability development framework

Staff discount on health insurance

Employee Assistance Programme

Qualifications

• Strong emotional resilience and personal wellbeing management.
• Ability to provide clear and accurate information.
• Commitment to reliable availability for shifts.

Responsibilities

• Provide inbound support to clients from diverse backgrounds.
• Guide clients through service options and support offerings.
• Listen to client needs and help resolve challenges.

Skills

Emotional resilience

Empathy

Technology proficiency

Communication

Job description

Ministry of Social Development

• Permanent, full-time position (37.55 hours per week)
• Location: Henderson
• Start date: 8 December 2025
• Starting salary: $61,466.00 - $73,903.00 with annual salary progression

We are a high-energy, whānau-focused, and supportive team. We work together to uplift and provide mana-enhancing support 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.

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.
• Demonstrate strong emotional resilience and personal wellbeing management.
• 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.

What you will get in return | Tāu e whai ai

• 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
• 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.

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 6:00pm.

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.

How to apply | Me pēhea te tuku tono

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. Instead of a cover letter, you’ll answer one question in your application:

What is one skill you gained from previous work experience that would be valuable in this position? What steps did you take to improve this skill, and how did you know you had improved?

All applications must be made online. If this is not possible or if you have any queries, please contact us at Sandra Yu.

Important recruitment information and dates | Ngā mōhiohio rapu kaimahi hira, me ngā rā hira

Applications close: Midnight, Monday 20th October 2025

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 MOJ check.

Start Date: 8 December 2025

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