Customer Service Representative | Kaihāpai Moni Oranga | Wellington Contact Centre

The Ministry of Social Development - Senior Services Permanent, full-time position (37.55 hours per week) Starting salary: $61,466.00 with annual salary progression We are a high-energy, whānau-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 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. Hear from our CSR's here:Contact Centre Careers with MSD 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. We provide ongoing support and training to help you succeed. Your work will make a real difference in our communities. What you’ll need to succeed | Ko tō āhua 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. 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 Please note: This role involves handling challenging calls, where clients may be a challenging situation. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. What you will get in return | Tāu e whai ai Annual pay progression $400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses Accident insurance coverage for MSD staff Capability development framework to support your career 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. You will be rostered for 37 hours and 55 minutes per week over 5 days. Our current standard hours of work are shifts are between: Monday -Friday 7.00am – 6:15 pm Saturday 8:00 am – 1:30 pm, one Saturday every five weeks We work on a no-surprises basis—rosters are published 4 weeks in advance. Our contracted hours of work are between: Monday – Friday 6:30am – 10:00pm Saturday 7:55am - 6:00pm As part of our role in supporting communities, we also respond to emergency events across Aotearoa. This means you may need to be flexible and ready to assist when needed. In certain circumstances (Civil Defence emergencies etc) the contracted hours of Mon‑Sat 6:30 am – 10:00 pm will be implemented. Salary | Utu-ā-tau: $61,466.00 - $73,903.00 #J-18808-Ljbffr