Job Opportunities in New Zealand

Ministry of Social Development - Contact Centre Services

• Permanent full-time roles
• Start date: 11 November 2024
• Starting salary: $60,707 per annum

Hours of work

• Total hours of work for the week are 37 hours and 55 minutes, although you are paid for 40 hours
• Our current standard hours of work are shifts of seven hours and 35 minutes per day between Monday-Friday 6.55am – 6.15pm and on Saturday 8.00am – 2.00pm
• Successful applicants will be working rostered duties across the 5 day week and one Saturday every four weeks – rosters are published 3 weeks in advance
• While these are our current standard hours, in certain circumstances (Civil Defence emergencies etc) the contracted hours of Monday-Saturday 6.30am – 10.00pm will be implemented

During various peak times we may offer overtime on some weekdays, Saturdays and Public Holidays.
As we work rostered shifts, we use a no surprises approach and ensure that you know your roster well in advance. Start and finish times do change but once you have completed your period of training, shift swap options are available by mutual agreement.

Benefits package

• Annual salary progressions
• Opportunities for development to progress across various roles within the Ministry
• Eye Vision care every 12 months
• A multicultural and vibrant culture
• An Employee Assistance Programme that supports staff wellbeing and includes free counselling sessions
• Accident Insurance

What does the role involve?

• Managing inbound calls from those who need our support the most
• Focusing on reaching independent solutions that positively impact individuals, families and the community
• Living MSD values in the meaningful conversations you will have every day

You will be the first point of contact for our clients, where you will have the potential to give assistance and support right at your fingertips. Allowing you to make an immediate impact on the lives of everyday Kiwis through your decision making, in-depth and engaging conversations.
We provide excellent training for this position and support you as you learn how to work with us. We have a strong emphasis on coaching, staff-led development, and internal progression. Giving you the skills and experience to develop into other roles within the Ministry if desired.

About you

To flourish and be successful in this role, you will need to have the following:

• Customer service skills and experience – working towards best outcome for clients
• Can ask effective questions and have strong active listening skills
• Great communication skills
• Good problem solving skills
• Be adaptable, resilient and able to quickly think on your feet
• Be empathetic regarding various situations clients may be facing
• The ability to work in a fast-moving environment where frequent change is normal
• Experience in working on different computer programmes
• Bring your best self to work with the ability to be a positive team member and have a good work/life balance

How to apply

Please upload your current CV (no cover letter required) you will be prompted to answer 2 additional application form questions.
*

• What appeals to you about this role?
• How does this role fit with your goals and life aspirations?

If you would like to find out more about the role, training, hours of work, please contact Denise Henderson on 04 931 5061 or 029 230 9788 or Denise.Henderson002@msd.govt.nz.

Key recruitment process information

• Applications close: Sunday 22nd September 2024
• Video Assessment: Shortlisted candidates will be invited to complete a video assessment, responding to interview questions between 19th and 27th September 2024
• Assessment Centre: Candidates who progress from the video assessment will be invited to attend an Assessment Centre on 3rd or 4th October 2024
• Interviews: Those advancing from the Assessment Centre will be scheduled for final interviews between 8th and 11th October 2024
• Reference Checking and Police Vetting: Successful candidates will undergo reference checks and Police Vetting

Candidates must hold NZ Citizenship or Permanent Resident Visa at time of application.
You must be available to start on the 11th of November 2024.
For us to fully support your training and development in your new role, we require no planned extended leave within the first 6 months of employment.

Position Description

https://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/contact-centre/customer-service-representative.docx
Salary range: $60,707.00 - $72,990.00