Customer Support Officer - PIB at NZ Police, Wellington

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We’re working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business’ and achieve long-term change.

Customer Support Officer – PIB!

• Based at PNHQ
• Band C

• Employee

• Permanent Full Time

• NAV

• JR 5993854

E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā.

Stand at the stern of the canoe and feel the spray of the future biting at your face

Mō te tūnga | About the role

As a Customer Support Officer at the Police Infringement Bureau (PIB), you will provide high-quality assistance and support to customers by addressing enquiries, resolving issues, and ensuring a positive experience through effective communication and professional decision-making. You will contribute to the technical performance and development of the customer support teams, ensuring a positive customer experience through effective communication and support.

Key Accountabilities:

• Customer Service: Respond to and resolve customer phone and email enquiries on a wide range of infringement queries, providing timely, accurate, and consistent advice and information.
• Service Delivery: Deliver a range of administrative services for the end-to-end management of infringement notices through professional application of knowledge, sound judgement, and effective communication.
• Information Management: Comply with applicable policy and legislation relating to access and use of Police databases and information management. Prepare documentation and correspondence in line with quality NZ Police and specific PIB requirements.
• Quality Assurance: Deliver infringement services in line with agreed standards, timeframes, and milestones. Contribute to continuous improvement within PIB and wider Police.

He aha taau e kawe mai | What you’ll bring

Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.

• Customer Focus: Strong understanding of customer service principles with a commitment to delivering exceptional service.
• Communication Skills: Excellent verbal and written communication skills to effectively convey information and resolve issues.
• Problem-Solving: Demonstrated ability to resolve complex issues and provide expert guidance.
• Attention to Detail: Maintain accuracy and attention to detail in a high-volume work environment.

Whakaritenga motuhake | Special requirements

This role is Individual Contributor/Emerging Leader level. You can refer to Indicators for Success for further information on the requirements

To view the position description for this role please copy and paste this link into a new browser:

https://www.police.govt.nz/sites/default/files/pd/2026-06/Customer%20Support%20Officer%20-%20PIB.pdf  

Mo tātou | About us

New Zealand Police is the lead agency responsible for preventing crime and enhancing community safety. It works in partnership with individuals, communities, businesses, and other public sector agencies towards the vision of making New Zealand the safest country. Police is the government’s largest front-line response agency with around 15,000 staff in large and small communities all over New Zealand and in liaison and policing development roles overseas.

Your development is highly valued at NZ Police. Our employees enjoy significant investment in their development not only at an individual level, but also at the team and community practice level. We work hard to match you with work that will both play to your strengths and challenge you in new ways.

The work you’ll be engaged in is real, tangible work that directly benefits our frontline and communities. Taken all together, this means we can offer you career path opportunities to progress in your chosen profession and become a more well-rounded, experienced leader, with opportunities across the range of work we support.

To view more detailed information about our recruitment process along with further details about requirements please click below link:

Applicant Information Pack (External)

Tono ināianei | Apply now

If this position sounds like you, click apply now and submit a tailored CV. You will be required to submit an application form. Before confirmation of hire, pre-employment checks will be undertaken which include reference, drug and alcohol testing and police vetting prior to any written offer being made.  

For further information on the application process, please copy and paste this URL: https://www.police.govt.nz/careers 

All applications must be submitted online and will not be accepted directly via email. All applicants must have the right to work in New Zealand.  

This position is covered by a collective agreement and salary will commence between $64,161 and $73,547 dependent on skills and experience relevant to the role.  

If you are an internal applicant, you must apply internally through the police system. You must provide an alternative contact email address and state your future commitments should you be successful in the next stage of the recruitment process. 

Please note: Deadline for applications is 5:00 pm on Monday, 20th July 2026. Applications may be reviewed prior to the close date as well as contact made with candidates. 

If you have any questions about this vacancy, please contact Sian.Weber@police.govt.nz