Adviser Customer Enquiry Centre

Job Description

Adviser Customer Enquiry Centre

Role type : Permanent

Location : Wellington

Salary band & range : General Salary Range G : $67,658 to $78,771 depending on skills and experience

About the Role – Korero mo te Turanga

This role sits within the Customer Enquiry Centre (CEC) of Ministry for Primary Industries.

The unit is a centralised hub responsible for all queries through MPI's phone and email channels from the public.

The team is made up of internal Customer Enquiries Advisers and an external contact centre.

Our aim is to ensure every query is treated with high importance and will be satisfactorily resolved.

We achieve this by working together to support our customers and each other.

Key responsibilities are :

Manage the first point of contact on behalf of MPI's business groups

Coordinate with relevant teams across MPI to form a timely, accurate, and complete response to customer enquiries

Advise best practices for public facing phone and email administration and management

Coordinate customer complaints and ensure they are logged, tracked through to resolution and responses are captured

Manage and resolve day to day technical issues that are raised by our contact centre and internal customers

This role is office-based working out of the MPI Wellington office.

About You – Mou

We are looking for someone who has a strong customer focus and excellent technical skills.

You may come from a call centre background or perhaps a service management role.

The successful candidate will be proactive, show initiative, have sound judgement, and have experience building strong relationships with a variety of different people from different backgrounds.

You must have the ability to calmly manage multiple changing priorities and thrive under pressure.

About the Team - Mo to matou Ropu

The team is welcoming, supportive, and value each other's input.

While you would be managing your own caseload independently, the wider team is constantly collaborating and problem solving together.

About MPI - Mo Te Manatu Ahu Matua

The Ministry for Primary Industries (MPI) partners with New Zealand's food and fibre sector to be the world's most trusted provider of high-value food and fibre products.

Benefits of working at MPI - Nga hua o te mahi i te Manatu Ahu Matua

Additional MPI leave days

Annual Wellness payment

Bi-annual paid eye test and contribution to the costs of corrective lenses / frames

Are you ready to make a difference?

• Kua rite koe mo tenei mahi whaitake?

We are committed to being a good partner under Te Tiriti o Waitangi which includes working closely with iwi, hapu, whanau and hapori.

We aspire to reflect the diverse communities we serve, so we welcome applications from individuals of all backgrounds, and identities.

As an organisation, we are committed to making Manatu Ahu Matua Ministry for Primary Industries a great place to work for all.

In your cover letter we'd like to know about you, your values; your interest and motivations for this role; the abilities, strengths, personal attributes and diverse perspectives you will bring to the role and this organisation, which may have also been gained outside of the workforce.

To view the position description and / or apply online, please click "Apply" or visit the MPI Careers Site.

To apply, you must hold the right to work in New Zealand - click here to find out more about work visa eligibility and options.

Applications close at 11 : 59pm on Wednesday 19 November

If you have any questions about the role, please email

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