Customer Service Representatives – Ministry of Social Development – Wellington

Customer Service Representatives
Contact Centre Services, Lower Hutt
Permanent Full-Time roles – Commencing 19th September 2022
Commencement salary is $54,707
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 6.55am – 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 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.

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 16th to 22nd August, 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.
Further information
If you have any questions about the role, training, the hours of work, eligibility for permanent role, please email or call Denise Henderson on (04) 931 5061 / (029) 230 9788 or

Position Description
Salary range: $54,707.00 – $66,864.00

How to apply
To apply, click the ‘Apply Now’ button to upload your CV, 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 responsibilities listed in the position description.
All applications must be made online. If this is not possible or if you have any queries, please contact us at
Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.
Closing date: 14 August 2022