Customer Service Representative

at Ministry of Social Development
Location Wellington, New Zealand
Date Posted October 23, 2022
Category Customer Service
Job Type Full-time
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Customer Service Representative Ministry of Social Development location Wellington.

About us the Ministry of Social Development is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent. We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities.

As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations. Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

Customer Service Representative. Contact Centre Services, Lower Hutt. Permanent Full-Time roles – Commencing 21st November 2022. Commencement salary is $54,707 and progressing through range with pay progression.

Hours of work total hours of work for the week are 37 hours and 55 minutes, although you are paid for 40 hours. Our current standard hours of work are shifts of seven hours and 35 minutes per day between Mon-Fri 6.55 am – 6:15 pm and on Saturday 8:00 am – 2:00 pm. Successful applicants will be working rostered duties across the 5 day week and one Saturday every four weeks – rosters are published 3 weeks in advance

While these are our current standard hours, in certain circumstances (Civil Defence emergencies etc) the contracted hours of Mon-Sat 6:30 am – 10:00 pm will be implemented. During various peak times we may offer overtime on some weekdays, Saturdays, and Public Holidays. As we work rostered shifts , we use a no surprises approach and  ensure that you l know your  roster  well in advance. Start and finish times do change but once you have completed your period of training shift swap options are available by mutual agreement.

Benefits package annual salary progressions. Flexible working arrangements for work/life balance. Opportunities for development to progress across various roles within the Ministry. Eye Vision care every 12 months. Annual Wellbeing Payment.

A multicultural and vibrant culture – get ready for celebrations left, right and centre. An Employee Assistance Programme that supports staff wellbeing and includes free counselling sessions, Accident Insurance.

What does the role involve managing inbound calls from those who need our support the most. Focusing on reaching independent solutions that positively impact individuals, families and the community. Living MSD values in the meaningful conversations you will have every day. You will be the first point of contact for our clients, where you will have the potential to give assistance and support right at your fingertips. Allowing you to make an immediate impact on the lives of everyday Kiwis through your decision making, in-depth and engaging conversations.

We provide excellent training for this position and support you as you learn how to work with us.  We have a strong emphasis on coaching, staff-led development, and internal progression. Giving you the skills and experience to develop into other roles within the Ministry if desired.

About you - to flourish and be successful in this role, you will need to have the following customer service skills and experience – working towards best outcome for clients. The ability to work in a fast-moving environment where frequent change is normal. Great communication skills. Good problem solving skills. Be adaptable, resilient, and able to quickly think on your feet.

Can ask effective questions and have strong active listening skills. Experience in working on different computer programmes. The ability to work in a fast-moving environment where frequent change is normal. Bring you best self to work with the ability to be a positive team member and have a  good work/ life balance.

Key recruitment process information if you are shortlisted, the recruitment process will include an interview between 1st to 4th November, followed by reference checking and Police Vetting. Candidates must be able to pass a criminal record check. Candidates must hold NZ Citizenship or Permanent Resident Visa at time of application.