Customer Service Representative | Kaihāpai Moni Oranga, Wellington (CBD)

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

Job summary

A government social services agency in Wellington is seeking a Customer Service Representative. The role involves providing phone support, guiding clients through services, and ensuring they feel respected and understood. Ideal candidates will have a strong sense of empathy and experience in customer service. This full-time position offers a competitive salary and a supportive team environment.

Benefits

$400 Vision care subsidy

Accident insurance coverage

Ongoing training and support

Scholarship opportunities for staff

Qualifications

• Experience in customer service or similar role.
• Ability to handle challenging situations with professionalism.
• Comfortable using technology while managing calls.

Responsibilities

• Provide inbound phone support to clients.
• Guide clients through available services.
• Listen empathetically and resolve challenges.

Skills

Empathy

Communication

Problem-solving

Job description

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Ministry of Social Development – Work and Income & Senior Services

• Permanent, full-time position (37.55 hours per week)
• Starting salary: $61,466 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.

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 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:

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

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 be rostered for 37 hours and 55 minutes per week over 5 days.

Our current standard hours of work are shifts are between:

• Monday - Friday 7:00am – 6:15pm
• Saturday 8:00am – 1:30pm, one Saturday every five weeks

We work on a no-surprises basis — rosters are published 4 weeks in advance.

Our contracted hours of work are between:

• Monday – Friday 6:30am – 10:00pm
• Saturday 7:55am - 6:00pm

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. In certain circumstances (Civil Defence emergencies etc) the contracted hours of Monday-Saturday 6:30am – 10:00pm will be implemented.

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. Instead of a cover letter, you’ll answer three questions in your application:

These questions hold significance in our shortlisting process, please make sure to provide comprehensive responses, (200-300 words).

• What do you think makes a great Customer Service Representative and how do you see yourself fulfilling the role and responsibilities of the position.
• MSD is guided by 4 leading values, which are outlined on our website. These values help us align our actions with a common purpose and provides a shared understanding of how we behave and the actions we take. Which value or values resonate with you and how would you display this in this role?
• What does empathy mean to you? Please provide an example of a time when you demonstrated empathy towards a colleague or customer.

Note: Your application and responses to the application questions are a key part of our assessment process. We encourage you to take the time to read through it careful and provide well detailed answers.

All applications must be made online. If this is not possible or if you have any queries, please contact us at [e-mail]

We are working on a tight schedule and will be reviewing applications and progressing candidates as they come in, so could be contacted to attend at short notice.

• If you are shortlisted from your application, you will be contacted via phone to attend an in-person Assessment Centre between the dates of 10th October – 21st October 2025
• If you are successful past the Assessment Centre, you will be contacted via phone to attend a face-to-face interview, between the dates of 13th October – 30th October 2025
• Our Preferred Candidates will be subjected to two reference checks
• Internal integrity check, including MOJ check.

Start Date: Monday 8 December 2025

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

Please note, you may be required to complete your initial training at both our Wellington CBD and Lower Hutt office.

Utu-ā-tau | Salary range: $61,466.00 - $73,903.00