Customer Service Representative | Kaihapai Moni Oranga, Wellington (Cbd)

Ministry of Social Development – Work and Income & Senior ServicesPermanent, full-time position (37.55 hours per week)Start date : 8 December 2025Starting salary : $61,466 with annual salary progressionWe are a high-energy, whanau-focused, and supportive team.

We work together to uplift and provide mana-enhancing support to clients over the phone.Ko te mahi | What you'll 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 : 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 you'll 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.We provide ongoing support and training to help you succeed.Your work will make a real difference in our communities.Ko to ahua | What you'll 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.Commit to being present and reliable for your rostered shifts, working 37.55 hours per week.

Regular attendance is essential to support our clients and maintain team service levels.Please note : This role involves handling challenging calls, where clients may be in a challenging situation.

You'll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most.Tau e whai ai | What you will get in return : Annual pay progression$400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lensesAccident insurance coverage for MSD staffCapability development framework to support your career aspirations with usStaff discount on Southern Cross Health InsuranceLots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.Nga Haora Mahi : Nga tumanakohanga | Work Hours : What to expectYou will be rostered for 37 hours and 55 minutes per week over 5 days.Our current standard hours of work are shifts are between : Monday - Friday 7 : 00am – 6 : 15pmSaturday 8 : 00am – 1 : 30pm, one Saturday every five weeksWe work on a no-surprises basis — rosters are published 4 weeks in advance.How to applyTo 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, you'll answer three questions in your application : What do you think makes a great Customer Service Representative and how do you see yourself fulfilling the role and responsibilities of the position.MSD is guided by 4 leading values, which are outlined on our website.

These values help us align our actions with a common purpose and provides a shared understanding of how we behave and the actions we take.

Which value or values resonate with you and how would you display this in this role?

What does empathy mean to you?

Please provide an example of a time when you demonstrated empathy towards a colleague or customer.Important datesApplications close : Sunday 19 October 2025Start Date : Monday 8 December 2025

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