Customer Service Representative

at Ministry of Social Development
Published May 30, 2023
Location Wellington, New Zealand
Category Customer Service  
Job Type Full-time  


Customer Service Representative Ministry of Social Development location Wellington.

The opportunity if you are looking for an opportunity to make a real difference in the lives of New Zealanders, this is the role for you. We are a fast paced, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to our vulnerable clients.

You will be the first point of contact for our clients and provide phone-based support to a range of people with various backgrounds, ages and situations providing them with assistance, tools, and support to access our services. You will also be a part of the Ministry’s nationwide response to Covid-19 and its impact on our communities and whanau.

About you as a Customer Service Representative here at the Ministry of Social Development, you will be placed at the forefront of peoples’ lives. This will require you to lead with empathy and understanding to help navigate a range of queries. You will be responsible and involved in making important decisions to ensure that our people are given the right support to help them in their journey to be safe, strong and independent. Our training approach will enhance your existing skills to confidently work with our people primarily through inbound calls. What you do makes a difference.

To ensure success in this role we are looking for individuals with the following skills and attributes you enjoy quality conversations and are able to understand and show empathy to our people’s complex needs, using effective communication and questioning techniques. Adaptable, resilient, and can work well under pressure.

An ability to adapt to new technology, and learn new skills as you will be operating systems that are new to you. Demonstrate experience using technology to solve problems. An eagerness to learn and an awareness of what is needed for self-improvement and development. You work efficiently, accurately and make good, sound decisions in the absence of clear policy. Flexible with hours and the ability to adapt to new circumstances as they arise.

Our current operating hours are you will be rostered for 37 hours and 55 minutes per week between the hours of Monday-Friday 6:30am to 10:00pm and Saturdays between 8:00am to 2:00pm. Our standard daily operating hours are between 7.00am and 6.15pm Monday-Friday and Saturday 7.30am – 1:30pm. We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.