Customer Service Representative - Henderson Contact Centre

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’ll need to succeed:

• Take inbound phone calls from people in different and sometimes difficult situations, helping them access services. Lead conversations with patience and empathy, ensuring callers feel heard and respected. • You will need to demonstrate strong emotional resilience and personal wellbeing management. The role involves supporting clients who may be in challenging circumstances. Your ability to remain calm, empathetic, and professional while navigating complex conversations will be essential to your success. • This role requires sustained focus and emotional resilience. We encourage applicants to have strategies in place for managing their wellbeing and workload effectively, and we provide peer and team support to help you maintain this • Provide clear and accurate information about available support and services. • 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.

• Must hold NZ Citizenship or a Permanent Resident visa at the time of application. • Must be able to pass a NZ Police check. • Must have two references (current and previous employer).

Applications close: Midnight, Sunday 13th July

To apply, send your CV to Tiffany.Hohenberger003@msd.govt.nz with the job ID as your reference.