Customer Service Representatives Hamilton Contact Centre at Ministry of Social Development, Waikato

Mō tēnei tūranga mahi | About this role

Customer Service Representative, Hamilton Contact Centre

• Get your 2023/2024 career sorted
• Multiple permanent, full-time positions available
• Hamilton central location – relocating to Te Rapa late 2023
• Starting salary: $58,707
• Start dates available 24th October 2023 or 04th December 2023

Come and join us and be part of an organisation that is supporting Aotearoa in more ways than one. We're a supportive team of genuine people trying to make a real difference. We're committed to looking after whanau and communities through the expression of mana manaaki, kotahitanga and kia takatū tātou

You can hear from some of our staff here: https://www.youtube.com/watch?v=QXB3AOrQHkg

What is the role?

You'll be the first point of contact providing phone-based support to people with varying circumstances, assisting them with options, advice and support to access our services.

At the forefront of peoples' lives, you'll need to be understanding and empathetic to help New Zealanders navigate and resolve complex situations and queries.

It's important that you understand that the calls you'll receive can be challenging. Your aim will be to ensure that every client feels respected, listened to and understood and you will work with them to find alternative solutions where one of our products and services cannot meet their need.

What you do will make a difference in our communities!

What will make you great in this role

• Personal resilience to look after your own wellbeing first to be able to look after others
• Excellent interpersonal skills to be warm and engaging, show understanding and express empathy
• Ability to explore and identify needs and understand that one size may not fit all, critical thinking is key
• Self-awareness and mindful of your own values and beliefs and how this can impact on others
• Growth mindset in recognising that for you to deliver your best to whanau you must continue to learn and grow

What's in it for you

• Step based annual pay progression up to $70,864
• An encouraging team environment, where there is always something happening
• Supportive and experienced people leaders who empower you to make a meaningful difference to whanau
• Capability development framework to support your career aspirations with us
• Practical wellbeing support, like Employee Assistance Programme (EAP) and Peer Support

What hours you'd work

You'll be rostered for 37 hours and 55 minutes per week over 5 days. Our current operating hours are between 7am and 6.15pm Monday-Friday and every fourth Saturday 8.00am – 1:30pm.

We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.

As events happen across New Zealand, we have a key role in the national response to our communities. Therefore, our contracted hours are Monday to Saturday 6.30 am to 10.00pm. We do expect flexibility to pitch in when needed, so you'll need to be able to adapt to new circumstances as they arise.

What's next and key recruitment information?

We're thrilled to announce that we are advertising this opportunity for the next two months, and we understand that everyone's schedule is unique. That's why we're providing the option of two different start dates, ensuring that you can choose the timeframe that aligns perfectly with your commitments and aspirations. Whether you're ready to dive in right away or need a little time to wrap up prior engagements, we're here to support your needs. Our two confirmed start dates are;

• Tuesday 24th October 2023
• Monday 4th December 2023 – we also have start dates available in 2024

Application close: 22nd October 2023 - we cannot accept applications outside of the system so please ensure you apply online.

Please apply online ensuring you have uploaded an updated and relevant CV. You do not need to include a cover letter as part of the application form, you'll be prompted to answer two application questions. These questions will help us with shortlisting, so it's really important that you take your time to answer these questions.

Our recruitment process involves shortlisting using your CV and application. If you are successful from shortlisting, we will send you a video assessment to complete. From there, successful candidates will be invited for an in-person interview at our Hamilton Contact Centre. Our interviews will be running every Thursday and Friday up until 27th October 2023. Candidates must also be able to provide two work referees (your current and previous employer). Preferred candidates will also be required to undergo business and integrity checks conducted by NZPolice.

If you would like to find out more about the role or would like to have a confidential chat about your application, please contact Nicola on hamilton_cc_recruitment@msd.govt.nz

Candidates must hold NZ Citizenship or a Permanent Resident visa at time of application.

Position Description

https://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/client-service-support/customer-service-representative-march-2021.docx

Salary range: $58,707.00 - $70,864.00