Customer Service Representative | Kaihāpai Moni Oranga | Waitakere Contact Centre

Ministry of Social Development; Auckland; On-site; NZD 63,000 - 74,000; Full time

Benefits offered by this job

Annual pay progression

Vision care subsidy

Accident insurance

Wellbeing support

Employee Assistance Programme

Staff health discount

Job summary

Ministry of Social Development 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 be trained and supported to develop MSD product knowledge and perform the role independently, with a real impact on communities.

Your roster includes 37 hours 55 minutes per week across five days, with shifts across early mornings and late evenings in a no-surprises system.

Qualifications

• Inbound phone support for diverse clients.
• Provide clear and accurate information about available services.
• Listen with empathy and resolve challenges during calls.
• Navigate systems while talking to clients.

Responsibilities

• Guide clients through MSD services with clear information.
• Offer tools and support to access services.
• Record and resolve challenging calls with empathy.
• Make decisions using tools to provide the right support.

Job description

• Salary range: $63,004 - $73,903

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. Hear from our CSRs here: Contact Centre Careers with MSD

What you need to know:

• You will receive a comprehensive training programme and ongoing support to help you develop your MSD product knowledge, build your skills, and gain the confidence needed to perform the role independently.
• Your work will make a real difference in our communities.

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 challenging situations. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance needed most.

What you will get in return | Tāu e whai ai

• Annual pay progression
• $400 vision care subsidy towards the cost 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
• Practical wellbeing support, including the Employee Assistance Programme , as part of our vision to have a workplace where everyone has a sense of purpose.

You’ll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:

• Monday to Friday: 6.55am to 10.00pm
• Saturday: 7:55am to 6:00pm

Our usual operating hours are:

• Monday to Friday: 7.00am to 6.15pm
• Saturday: 7.30am to 1.30pm

We work on a no surprises basis, so you’ll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events.

Need more information?Get in touch if you’d like to talk about reasonable accommodations that could support you to succeed in this role.

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