Customer Service Representative | Kaihāpai Moni Oranga | Lower Hutt Contact Centre

Ministry of Social Development – Customer Service Representative (Permanent, full time – 37.55 hours per week) Location: Central Lower Hutt Start date: 28 September 2026 | Salary: $61,466.00 – $73,903.00 (annual progression) What you'll be doing As the first point of contact, you will provide inbound phone support to clients from diverse backgrounds and situations. Your responsibilities 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. What you need to know You will receive a structured training programme to build your MSD product knowledge, skills and confidence to perform the role independently. Ongoing support and training are provided to help you succeed. What you need to succeed 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. Commit to being present and reliable for your rostered shifts – 37.55 hours per week. Regular attendance is essential. Navigate challenging calls with patience, empathy and professionalism. Work hours Roasted for 37 hours and 55 minutes per week over 5 days. Current mandatory hours: 7am – 6:15pm Monday–Friday, 8am – 1:30pm every fifth Saturday. Contracts run Monday‑Saturday 6:30am – 10:00pm, with flexibility for overtime during peak times. Work hours can change; after training, shift swap options are available by mutual agreement. No planned extended leave is required for the first six months. Benefits Annual pay progression. $400 vision care subsidy. Accident insurance coverage for MSD staff. Capability development framework. Staff discount on Southern Cross Health Insurance. Practical wellbeing support – Employee Assistance Programme. How to apply Upload your CV and complete the online application. Answer two questions: 1) What do you know about our MSD Contact Centres and the work we do? 2) Why do you want to join our team? Do not include a cover letter. Applications close: 11:59pm, Sunday 26July2026. Positions will be filled in order of suitability. Mandatory employment mandate: Must hold New Zealand citizenship or a Permanent Resident visa at the time of application. #J-18808-Ljbffr