Customer Support Officer - PIB

New Zealand Police is working with the community to make New Zealanders safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day, operating by land, sea and air, and manage over 860,000 emergency calls a year. We are always actively preventing crime and crashes. About the role As a Customer Support Officer at the Police Infringement Bureau (PIB), you will provide high‑quality assistance and support to customers by addressing enquiries, resolving issues, and ensuring a positive experience through effective communication and professional decision‑making. You will contribute to the technical performance and development of the customer support teams, ensuring a positive customer experience through effective communication and support. Key Accountabilities Customer Service: Respond to and resolve customer phone and email enquiries on a wide range of infringement queries, providing timely, accurate, and consistent advice and information. Service Delivery: Deliver a range of administrative services for the end‑to‑end management of infringement notices through professional application of knowledge, sound judgement, and effective communication. Information Management: Comply with applicable policy and legislation relating to access and use of Police databases and information management. Prepare documentation and correspondence in line with quality NZ Police and specific PIB requirements. Quality Assurance: Deliver infringement services in line with agreed standards, timeframes, and milestones. Contribute to continuous improvement within PIB and wider Police. What you’ll bring Customer Focus: Strong understanding of customer service principles with a commitment to delivering exceptional service. Communication Skills: Excellent verbal and written communication skills to effectively convey information and resolve issues. Problem‑Solving: Demonstrated ability to resolve complex issues and provide expert guidance. Attention to Detail: Maintain accuracy and attention to detail in a high‑volume work environment. Special requirements This role is an Individual Contributor / Emerging Leader level. It requires alignment of personal values with those of NZ Police, the ability to contribute to and build high‑performing teams, and a strong orientation to personal and team leadership. #J-18808-Ljbffr