Customer Experience Representative

We are looking for an approachable, empathetic, and digitally savvy individual to join our Community Experience team as a part-time Customer Experience Representative based in our Ranfurly Service Centre. Job Type: Permanent - Part Time Location: Ranfurly Job Description As the foundational tier of our Customer Experience team, you are the welcoming "front door" to the Council. You will focus on delivering a customer-centric experience by resolving inquiries at first contact, empowering our community through digital enablement, and expertly directing more complex requests to the right departments. We champion a collaborative "One Team" mindset, working constructively alongside internal departments to build strong working relationships and support the wider organisation in achieving positive experiences for the community. Key Responsibilities Serve as an approachable, empathetic first point of contact for face-to-face, phone, and digital interactions. Actively support the community's digital transition by coaching customers on how to complete council business online. Utilise active listening to efficiently resolve high-volume inquiries (including rating, debtor, and general community queries). Accurately triage and categorise complex requests to ensure they are directed to the correct internal teams without delay. Adopt a "customer-first" and problem-solving mindset, aligning with our values: Be Respectful, Work Together, Be Courageous. Undertake any other duties, tasks, or projects as and when required to support the broader operational needs of the Council. This role offers a guaranteed base of 20 hours per week, structured as follows: Monday: 9:00 am – 3:00 pm Tuesday: 12:00 pm – 2:00 pm Wednesday: 12:00 pm – 2:00 pm Thursday: 12:00 pm – 2:00 pm Friday: 8:30 am – 5:00 pm Flexibility to work additional hours from time to time to cover team leave and support operational requirements is essential. Desired Skills And Experience Proven experience in customer service and frontline resolution. A high level of digital literacy with the ability to confidently navigate multiple software systems simultaneously. Patience and the ability to confidently coach people with varying levels of computer skills. Strong listening and questioning skills to quickly grasp customer needs. A positive and friendly attitude, combined with honesty and integrity. Experience in Local Government is an advantage, but not essential. Benefits Dog friendly workplace An active social club Learning and development opportunities Supportive team culture Wellbeing programme Additional leave About Us Here at Central Otago District Council, we are a team with a common goal – to make a meaningful impact on our community and shaping the future of this remarkable region. Joining CODC means more than just finding a new workplace; it’s about becoming a part of a network of forward-thinking individuals who are passionate about creating a positive and enjoyable work environment every day. As a values-based organisation, we centre our work on our whakataukī: ‘Me manaaki tētahi ki tētahi, me pakihiwitahi te tū – kia haere tahi ai tātou’ - Respect each other, stand shoulder to shoulder – So that we may travel on this journey together. Applications close: 23/08/2026 #J-18808-Ljbffr