Customer Service Representative (Hamilton Contact Centre)

The Ministry of Social Development We are a high-energy, whanau-focused, and supportive team. We work together to uplift and provide mana-enhancing support to clients over the phone.

What you'll be doing - Ko te mahi 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.

Please note: This role involves handling challenging calls, where clients may be a challenging situations. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. While some calls can be difficult, the role is incredibly rewarding as the work you do makes a difference.

We work on a no surprises basis, so you’ll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events.

Make sure your CV is up to date so we can understand your skills and experience. Instead of a cover letter, you’ll answer you'll be asked a screening question in your application: • Tell us about a time when you had to keep going, even though something felt hard or challenging. • What was the situation? • What did you do, and what actions did you take to work through it? • What did you learn from the experience?

Your application and responses to the application questions are a key part of our assessment process. We encourage you to take the time to read through it careful and provide a well detailed answer.

Recruitment process overview: • Step 1: If shortlisted from your application, complete a video assessment. • Step 2: Attend a face-to-face information session and interview. You may also be required to conduct skills testing (if successful in Step 1). • Step 3: Reference checks (two required: current and previous employer). • Step 4: Internal integrity check, including Ministry of Justice check Start Dates: We have two options available: 28th April 2026 or 8 June 2026

We’re hiring people who are dependable and have the tenacity to show up and work hard, even when the going is tough. Our organisation plays an important role in supporting New Zealanders — simply put, people count on us.

Successful candidates will demonstrate: • A proven track record in customer service excellence. • Experience in a contact centre environment (highly regarded, but not required). • Proficiency in navigating and managing computer-based systems. • The eligibility to successfully clear pre-employment background checks, including drug screening and police vetting.

Applicants must have the following skills and attributes: • Patience • Empathy • Professionalism • Motivation to achieve