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Customer Service Representative (Permanent)

Ministry of Social Development
Job Category:
Community Services
Auckland - Auckland
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

Customer Service Representatives – Henderson
Ministry of Social Development
Permanent, Full Time (37.55 hours per week)


  • Two intake start dates 5 & 19 November 2018
  • Varied, fast paced, interesting, complex and rewarding work
  • Competitive salary and benefits.


We work in the social development sector, and provide timely services, over the phone to New Zealanders who need help. Simply put, people count on us.


About you


  • You exceed customer expectations and strive to go above and beyond
  • You enjoy working in a fast paced environment, managing various queries and navigating your way through computer systems
  • You listen, seek to understand and deliver outcomes with empathy and kindness.


About the role


As a CSR with our Work and Income Contact Centre you are responsible for answering inbound calls from a diverse range of people including those in vulnerable situations who need urgent assistance. You may also be involved in outbound calling campaigns from time to time.


Hours of Work


The standard hours of work are 37 hours and 55 minutes per week. These hours may be rostered between the hours of Monday to Friday 6.55am to 10.00pm and Saturday 7.55am to 6.00pm on Saturday.


Our current operational hours mean you will generally work rostered shifts of 37 hours and 55 minutes per week, between the hours of Monday to Friday 6.55 am to 6.15 pm and a Saturday once every few weeks from 7.55 am to 1.15 pm (depending on operational need).


About the benefits


  • Starting salary is $45,103 per annum
  • Potential to earn up to a maximum of $58,370 per annum through performance based annual reviews
  • On-going professional development
  • Modern training and opportunities to develop a career pathway
  • Vibrant and diverse one-team culture
  • Easy access to Public Transport and some on-street unmetered parking nearby.


How to apply


Apply online with your CV. You do not need to upload a cover letter; instead you will be asked to answer the question below in your online application form:


Scenario: At 5.55 pm you receive a call from a client seeking emergency financial assistance. You are not able to support their request as it is not something you can do from the contact centre.

Question: How would you manage the client's expectations?


Important notes:


  • You must hold NZ Citizenship or a Permanent Resident visa (this role has level 4/5 ANZSCO classification).
  • If you currently work for MSD, you need to apply through your myHR careers portal at work so your application connects to your internal profile.
  • For further queries please contact Maureen on (09) 913 0383 or


Applications close: Thursday 27th September 2018 at 10.00pm


Job Ref: 25889

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