Customer Support Officer

at New Zealand Police
Published May 11, 2023
Location Wellington, New Zealand
Category Customer Service  
Job Type Full-time  


Customer Support Officer New Zealand Police location Wellington. C $57,083.00 - $74,952.00.

Company description New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We're working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business' and achieve long-term change.

About the role the Police Infringement Bureau (PIB) contributes to the trust and confidence in Police through the professional handling of a range of infringement services. As a Customer Support Officer you will support PIB with the processing of infringement notices by delivering high quality administration and customer service to our internal and external clients.

Within PIB we have 7 administrative and support teams managing the various activities associated with an infringement, from processing traffic camera photographs to handling payments and dealing with the public via the national contact number. In this role you will have the opportunity to gain experience in a variety of these departments, as the Customer Support Officer will be trained across the administrative functions to deliver expert service in each of these teams, in response to work demands. You will have the opportunity to train to become an Authorised Officer in order to carry out Authorised Officer functions and duties across a number of roles and responsibilities within PIB.

Key accountabilities verify a range of safety camera images, accurately enter data of offenses and issue appropriate notices. Create, update and maintain accurate and complete infringement notice records, financial records and Police files. Access financial systems (internal and external) and a range of Police systems and records to locate, verify, cross check and update information.

Manage contact service interactions, many of which can be highly emotive, whilst providing a customer experience that delivers solutions in a professional and competent manner. Resolve customer complaints, troubleshoot problems, provide clear information and resolve or escalate issues.

Identify, investigate and resolve payment irregularities. Analyse financial reports (including electronic banking reports, payment reject reports, payment source documents) to identify non reconciled payments and consider payment anomalies within the wider context of the infringement system and report matters impacting other areas in line with PIB processes.

What you'll bring being part of the Police whānau is about being our best to ensure our communities are safe and feel safe. Our Core Competencies provide a shared understanding of the behaviours, leadership and technical competence required for success at each level of Police. Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.

Good computer skills and able to use multiple system at once. Excellent communication. Ability to perform in a high paced team environment. Outstanding customer service. Effective time management. Proficiency in Excel would be advantageous. If you are an internal applicant, you must apply internally through the police system. You must provide an alternative contact email address. This role is set at Individual Contributor level, this means your key purpose is "to deliver or enable others to deliver Our Business".