Customer Service Representative – Ministry of Social Development

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.
The Opportunity
Join us and make a difference to the lives of New Zealanders. We have a great opportunity for you to join our high energy, family focussed and supportive team to help other people in difficult times.
You will join our high energy team providing support to our clients through providing tools and support and helping them access our services. What you do makes a difference.
We provide excellent training for this position and support you as you learn how to work with us.

About you
Working in a contact centre at the Ministry for Social Development puts you at the forefront of peoples’ lives. Our clients need highly empathetic people to help them navigate a range of issues from just providing support, through to linking them to services and tools that make all the difference.
You will be making key decisions and making a positive impact for others as well as contributing to an amazingly supportive team who show care and empathy for those we care for.
The kind of people we are looking for offer the following attributes to make you successful in this role
The ability to have quality conversations and provide a positive experience for others.
You can demonstrate a history of customer service skills, providing positive results for customers.
Adaptable, resilient and empathetic to customers’ complex situations.
Demonstrated experience using technology to solve problems.
The ability and desire to learn fast so you can navigate your way around multiple IT systems.
The ability to work in a fast-paced environment where frequent change is normal.

About the Role
You will be required to navigate multiple systems, therefore your skills and ability to learn new systems and processes quickly are important. The Contact Centres work in an integrated model supporting other contact centre units within the Ministry of Social Development. Flexibility and the willingness to adapt and learn other processes is required and training will be provided.
These roles are based in the Wellington Contact Centre, Lower Hutt and you will be rostered for 37 hours and 55 minutes per week between the hours of Monday-Friday 6:55am to 10:00pm and Saturdays between 8:00am to 2:00pm. You may also be required to work overtime on some weekdays, Saturdays and Public Holidays during various peak times. We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.

How to Apply & Key Recruitment Process Information
To apply, click the ‘Apply Now’ button to upload your CV and cover letter, and complete the online application form. Note – your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key accountabilities listed in the position description.
All applications must be made online. If this is not possible or if you have any queries please email
If you are shortlisted, the recruitment process will include an interview between 21 to 25 June 2021, and reference checking
Commencement salary is $53,502 per annum
Candidates must hold NZ Citizenship, Permanent Resident Visa or applicable Work Visa at time of application
Applications close: Saturday, 12 June 2021 at 10pm.

Position Description

Joining us
Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.
If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.