Customer Service Representative | Kaihāpai Moni Oranga | Henderson Contact Centre

Role Overview The Ministry of Social Development is looking for Customer Service Representatives to provide first‑line phone support to clients from a wide range of backgrounds. The role involves guiding callers through services, offering tools and support, and ensuring every client feels respected and understood. Responsibilities Guide clients through our services by providing clear and accurate information. Offer tools and support to help clients access the services they need. Listen with empathy and work to resolve challenges during calls. Make decisions using tools and resources to ensure the right support is provided. What You Need to Succeed Handle inbound phone calls from people in diverse and sometimes difficult situations. 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 simultaneously. Navigate complex situations, using tools and resources to support clients’ needs. Commit to being present and reliable for rostered shifts, working 37.55 hours per week. Benefits & Compensation Annual pay progression. $400 vision care subsidy service towards eye tests, glasses, and contact lenses. Accident insurance coverage for MSD staff. Capability development framework to support career aspirations. Staff discount on Southern Cross Health Insurance. Employee Assistance Programme and additional wellbeing support. Work Hours 37.55 hours per week across five days. Shifts are rostered within the following times: Monday to Friday 6:55am–10:00pm; Saturday 7:55am–6:00pm. The usual operating hours are Monday to Friday 7:00am–6:15pm and Saturday 7:30am–1:30pm. Employees may need to be flexible to assist during emergency events. Eligibility Must be a NewZealand citizen or hold a valid permanent resident visa at the time of application. Application Process To apply, click the “Apply Now” button to upload a CV and complete the online application form. Applicants will be asked to answer the screening question: “What is one strength you would bring to the role and how would you apply it in your day‑to‑day work as a Customer Service Representative?” Applications close at 11:59pm, Sunday 2nd August 2026. Recruitment Timeline Step 1: Shortlisted candidates complete a video assessment. Step 2: Attend a face‑to‑face information session and interview; may include skills testing. Step 3: Reference checks (two required: current and previous employer). Step 4: Internal integrity and Ministry of Justice checks. Start date: Monday 28th September 2026. #J-18808-Ljbffr