Ministry of Social Development

• Permanent, Full time 37.55 hours per week
• Starting Salary: $60,707 with annual progression.
• Start date: Monday 14th October

We are a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone.

What you'll be doing | He aha tāu e mahi ana
You'll be the first point of contact for our clients and provide primarily inbound phone-based support to a range of people with various backgrounds, ages and situations providing them with assistance, tools and support to access our services.
As a CSR, you'll be at the forefront of peoples' lives - often during challenging times. This means you'll need to be able to lead calls with empathy and understanding to help callers navigate and resolve often complex situations and queries.
You'll be responsible and involved in making important decisions to ensure that people are given the right support.
It's important that we have the right CSRs who understand that the calls we receive can be difficult. You'll be working with callers who are asking for help with basic needs - and sometimes there may be situations where we cannot grant the request. However, our aim is to ensure that every client feels, respected, listened to and understood and we will work with them to find alternative solutions.
Our training approach will enhance your existing skills to confidently problem solve caller's needs. What you do will make a difference in our communities.

What you'll need to succeed | Ko ngā mea ka hiahiatia e koe kia angitū

• ​​​​​​​​​​​​​​You enjoy quality conversations and are able to understand and show empathy to our people's complex needs, using effective communication and questioning techniques
• Be resilient, adaptable with strong fortitude.
• Culturally aware with a strong focus on empathetic communication and has the skills to be able to build trust and rapport with clients.
• An ability to adapt to new technology and learn new skills as you will be operating systems that are new to you.
• An eagerness to learn and an awareness of what is needed for self-improvement and development
• You work efficiently, accurately and make good, sound decisions

What's in it for you l Nōu te rourou

• Annual pay progression every October
• Accident insurance coverage for MSD staff
• A capability development framework to support your career journey and aspirations with us
• Staff discount on Southern Cross Health Insurance
• Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.

Our current operating hours are:
You'll be rostered for 37 hours and 55 minutes per week over 5 days between the following:

• Monday - Saturdays between 6:30am – 10:00pm
• Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 7.30am – 1:30pm.

We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.
As emergency events happen across NZ, we have a key role in the national response to our communities. We do expect flexibility to pitch in when needed, so you'll need to be able to adapt to new circumstances as they arise.

How to apply: What's next? | He aha e whai ake nei

• Ensure your CV is up to date, so we can get an idea about your skills and experience.
• Instead of a cover letter, you'll be prompted to answer additional questions in the online application. Please take some time to consider and answer these carefully, as your responses will be used to inform our shortlisting.

Key recruitment information and dates:
Applications close: Sunday 1st September at 1159pm

• If you are short-listed, the recruitment process may include a video assessment.
• If you are successful from the video assessment, you'll be invited to attend a face-to-face interview at our Henderson Contact Centre. We expect to start interviews from 2nd September and up to 13th September.
• Candidates must be able to provide two work references (your current and previous employer).
• Planned start date: Monday 14th October 2024

Candidates must hold NZ Citizenship or NZ Permanent Residency at the time of application.
If you would like to find out more about the role or would like to have a confidential chat about your application, please contact Sandra Yu at Sandra.Yu001@msd.govt.nz

Position Description
http://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/contact-centre/customer-service-representative.docx