Customer Service Representative - Kaihāpai Moni Oranga, Lower Hutt

Ko te mahi - What youll be doing

In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations.

Your responsibilities will include the following:

• Guiding clients through our services by providing clear and accurate information
• Offering tools and support to help clients access the services they need
• Listening with empathy and working to resolve challenges during calls
• Making decisions using tools and resources to ensure the right support is provided

Some calls may be difficult, as youll be assisting people with essential needs. At times, we may not be able to grant every request. However, we focus on ensuring every client feels respected, listened to, and understood. When possible, we will work together to find alternative solutions.

What you need to know:

• You will receive a structured training programme to build your MSD product knowledge, skills, and confidence to perform the role independently
• Your work will make a real difference in our communities

Ko tō āhua - What youll need to succeed

To thrive in this role, you will need to:

• Take inbound phone calls from people in different and sometimes difficult situations, helping them access services
• Provide clear and accurate information about available support and services
• Lead conversations with patience and empathy, ensuring callers feel heard and respected
• Be comfortable with technology, using systems while talking to clients at the same time
• Help people navigate complex situations, using available tools and resources to support their needs

Please note: This role involves handling challenging calls, where clients may be in a challenging situation. Youll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. While some calls can be difficult, the role is incredibly rewarding as the work you do makes a difference.

Tāu e whai ai - What you will get in return

• Accident insurance for MSD staff
• Career development framework to help you grow
• Staff discounts on Southern Cross Health Insurance
• Wellbeing support, including an Employee Assistance Programme
• A supportive, inclusive workplace where different working styles are valued

Ngā Hāora Mahi: Ngā tūmanakohanga - Work Hours: What to expect

Youll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:

• Monday to Friday: 6.55am to 10pm
• Saturday: 7:55am to 6pm

Our usual operating hours are:

• Monday to Friday: 7am to 6.15pm
• Saturday: 7.30am to 1.30pm

We work on a no surprises basis, so youll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events.

Need more information? Get in touch if youd like to talk about reasonable accommodations that could support you to succeed in this role.

He aha e whai ake nei - How to apply: Whats next?

To apply, click the Apply Now button to upload your CV and complete the online application form. Make sure your CV is up to date so we can understand your skills and experience. Instead of a cover letter, youll answer two questions in your application:

1. What appeals to you most about this role?
2. Can you describe a situation where you had not communicated well. What happened and how did you correct the situation?

Note: Your application and responses to the application questions are a key part of our assessment process. We encourage you to take the time to read through it carefully and provide well detailed answers in your own words. We are looking to understand your personal experience, communication style, and suitability for the role.

Ngā mōhiohio rapu kaimahi hira, me ngā rā hira - Important recruitment information and dates

Applications close at midnight on Sunday, 28 September 2025 - Applications have been extended. 

Recruitment process:

• If you are shortlisted, the recruitment process will include a video assessment where you respond to some interview questions between 29 September to 3 October.
• If further shortlisted, you will be required to attend an Assessment Centre which will be held on 07th & 8th October
• Interviews for the final shortlisting will be held between 10th October to 17th October
• If successful, there will be reference checking and business integrity checks including a Ministry of Justice check
• Candidates must hold NZ Citizenship or Permanent Resident Visa at time of application

Start Date: 17November 2025

For us to fully support your training and development in your new role, we require no planned extended leave within the first 6 months of employment.

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 or (029) 230 9788 or email ***************@msd.govt.nz.

He Whakaahuatanga Tūnga - Position Description

Customer Service Representative | Kaihāpai Moni Oranga Position Description

Utu-ā-tau - Salary range: $61,466.00 - $73,903.00

Information :

• Company : Ministry of Social Development NZ
• Position : Customer Service Representative - Kaihāpai Moni Oranga, Lower Hutt
• Location : Hutt Valley, North Island
• Country : NZ