He aha te mahi? | What is the role?
The Customer Service Officer is a fast-paced, frontline role which is vital to our business. IR does so much more than just collect taxes – we fund and deliver programmes which support and care for the people of New Zealand. What's more, a career with us does not necessarily mean a career in numbers and taxes – you’ll be bringing your customer centric approach to improve customer experience.
In this role, you’ll be the first port of call for our broad group of customers, responding to a range of communications including emails and online queries. From individuals to families to businesses – you'll be supporting them to ensure they comply with any obligations and get it right from the start.
Day-to-day, your tasks will be based predominantly in a contact centre environment and will include contacting and responding to customers through various channels, including making and answering calls and replying to messages. You will work with customers to understand their circumstances and help them receive the right outcome through sound research and decision making.


E hiahia ana koe ki te mahi tahi? | Want to work together?
We're looking for people who are passionate, keen learners and committed to what they do. You'll be joining a team of Customer Service Officers who have come from all walks of life. Whether you're taking the next step in your professional journey, returning to the workforce, or looking to start your career – all are welcome!
Ideally, you will possess the following skills:

• Curiosity and problem solving
• Comfortable in an environment where there are rapid changes
• Resilience
• Customer centric mindset
• Contact centre experience preferred
• Able to work in a team

Role requirements:

• Must have customer service experience
• Excellent communications skills, both verbal and written
• Able to maintain confidentiality
Digital savviness (we’ll teach you the ins and outs of our unique tools)

He aha ngā painga Mōu? | What’s in it for YOU?
We offer a supportive team environment and great opportunities to grow and learn, within the Customer Service Officer role. We invest in you from day one – providing a well-mapped out training programme that allows you to understand our tax and social policy products.
The standard number of hours of work will be 75 hours 50 minutes per fortnight, to be worked between 8.00am and 6.15pm, Monday to Friday. These shifts are scheduled and based on business needs. The salary for this position is $59,560 per annum.
Start date in February 2025.
How to apply
Please apply online, attach a copy of your

• CV, and
• Cover Letter outlining how you meet the role requirements as outlined above.

For specific queries please email CCSCareers@ird.govt.nz and one of our team members will be in touch.


Please note that we run a rolling recruitment process and will be filling roles as we go, which may mean that our advertisement closes before the closing date.
Please also note that this role does not meet the current required standards for an Accredited Employer Work Visa application.