Customer Service Officer, Card Services - Whangarei - Permanent at Ministry of Social Development, Northland
Mō tēnei tūranga mahi | About this role
The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whānau and communities.
As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
Customer Service Officer, Card Services – Whangarei – Permanent
A new team, based in Whangarei
- Full-time Permanent, 37.55 hours per week
- Start in January 2023
- Multiple positions available
We are seeking someone with customer service experience to take on the Customer Service Officer, Card Services role and you will be joining the new team of 7 based in our Whangarei office and working closely with an already established team in Wellington.
If you are an enthusiastic team player and are seeking an interesting and challenging opportunity, with an inquisitive mind and a strong desire to add value, then this role could be perfect for you.
About the Role
As a Customer Service Officer, Card Services you will be responsible for taking inbound phone calls from clients who have queries about Card Services, assessing and processing clients' applications so that an eligibility outcome can be determined, and clients receive the appropriate card. You will deliver efficient and quality service to our clients so that they have a positive experience every time they engage with MSD.
Skills and experiences:
To be successful in this role, you will be/have:
- customer service skills and experience
- knowledge of Card Services products and services, knowledge of relevant MSD products and services and resources available from government agencies, providers, and the community
- excellent communication skills, both verbal and written
- ability to research and review client records, assess complaints quickly and accurately and able to interpret and correctly apply legislation and policy
- strong attention to detail
- active listening skills, empathy with the ability to relate to people with diverse backgrounds and manage difficult conversations confidently
- resilience and able to stay calm under pressure
- active team player and be willing to share knowledge and actively contribute to a supportive environment based on co-operation and commitment to achieve team goal
- previous experience taking inbound phone calls is preferred
Your sound decision-making and strong investigative skills will be an advantage and you must have proven experience working with people from a variety of backgrounds.
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 7 hours and 35 minutes per day (between Monday - Friday 7.30am – 5:00pm)
Successful applicants will be working rostered duties across the 5-day week and there is the possibility that you will be required to work on Saturdays between the hours of 8:00 am – 2:00 pm on a rostered basis.
While these are our current standard hours, in certain circumstances (Civil Defence emergencies etc) the contracted hours of Mon-Sat 6:30 am – 10:00 pm will be implemented
During various peak times we may offer overtime on some weekdays, Saturdays, and Public Holidays.
What do we offer you?
We are an organisation that has people at the centre of our work. At MSD we understand that our people do to their best, when they can be their best and we're committed to fostering a work culture that is diverse, inclusive, and supportive.
You will work for an organisation that really makes a difference for New Zealanders, while having the opportunity to develop your career through mentoring, professional development and on-the-job training.
You will have access to the following benefits:
- Staff discount on Health insurance
- Vision care subsidy service towards your costs of eye tests, glasses and contact lenses
- Generous family leave provisions
- Study assistance
- Qualification programmes
- Learning and development
- Te Ao Māori
- Accident insurance coverage for MSD staff
- Capability development framework to support your career aspirations with us.
- A modern office setting with contemporary contact centre technology
- Wellbeing support such as peer support and Employee Assistance Programme
If you want to be part of an organisation that is committed to helping to build successful individuals and in turn building strong, healthy families and communities then we would love to hear from you.
Manaaki Tangata, Manaaki Whānau
We offer the salary range of $54,707 - $66,864 dependent on the individual skills, knowledge, experience and other factors.
How to apply
To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.
Note: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description.
All applications must be made online. If this is not possible or if you have any queries, please contact us at firstname.lastname@example.org
Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.
Closing date: Sunday, 4 December 2022
Joining MSD means being part of a whānau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Māori, Hapū, Iwi and communities to realise their own potential and aspirations.
If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time.
Ngā taipitopito tūranga mahi | Job details
|Employer:||Ministry of Social Development|
|Position type:||Ongoing - Full Time|
|Attachment:||Customer-Service-Officer-Card-Services-Feb19.docx (Word, 314KB)
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