About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Ministry of Social Development</b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Permanent, full time - 37.55 hours per week</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Start date: 28 September 2026</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Starting Salary: $61,466.00 with annual progression </span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Central Lower Hutt Location</span></li> </ul> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">We're a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone. We are currently seeking Customer Service Representatives (CSRs) to join our Work and Income general line based in the Lower Hutt Contact Centre<br> </span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">You can hear from some of our CSRs here: <a title="" href="https://www.youtube.com/watch?v=QXB3AOrQHkg " target="_self">https://www.youtube.com/watch?v=QXB3AOrQHkg </a></span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What you'll be doing | He aha tāu e mahi ana</b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations. Your responsibilities will include:</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Guiding clients through our services by providing clear and accurate information.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Offering tools and support to help clients access the services they need.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Listening with empathy and working to resolve challenges during calls.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Making decisions using tools and resources to ensure the right support is provided.</span></li> </ul> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Some calls may be difficult, as you’ll be assisting people with essential needs. At times, we may not be able to grant every request. However, we focus on ensuring every client feels respected, listened to, and understood. When possible, we will work together to find alternative solutions.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">What you need to know:</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">You will receive a structured training programme to build your MSD product knowledge, skills, and confidence to perform the role independently.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">We provide ongoing support and training to help you succeed.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Your work will make a real difference in our communities.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What you'll need to succeed | Ko ngā mea ka hiahiatia e koe kia angitū</b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">To thrive in this role, you will need to:</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Take inbound phone calls from people in different and sometimes difficult situations, helping them access services.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Provide clear and accurate information about available support and services.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Lead conversations with patience and empathy, ensuring callers feel heard and respected.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Be comfortable with technology, using systems while talking to clients at the same time.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Help people navigate complex situations, using available tools and resources to support their needs.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Commit to being present and reliable for your rostered shifts, working 37.55 hours per week. Regular attendance is essential to support our clients and maintain team service levels.</span></li> </ul> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Please note: This role involves handling challenging calls, where clients may be in a difficult situation. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most. </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Work hours: What to expect | Ngā Hāora Mahi: Ngā tūmanakohanga</b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">• 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 fifth Saturday 8.00am – 1:30pm.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">We work on a no surprise basis and will ensure that you will know your scheduled shifts 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.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">During various peak times we may also offer overtime on some weekdays, Saturdays, and Public Holidays. </span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">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 6.30am 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.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">You must be available to start on Monday 28 September.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">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.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What’s in it for you | Nōu te rourou</b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Annual pay progression.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">$400 vision care subsidy service towards your costs for eye tests, glasses, and contact lenses.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Accident insurance coverage for MSD staff.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Capability development framework to support your career aspirations with us.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Staff discount on Southern Cross Health Insurance.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Lots of practical wellbeing support, like the Employee Assistance Programme, as our vision is to have a workplace where everyone has a sense of purpose.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>How to apply | Me pēhea te tuku tono </b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">To apply, click the 'Apply Now' button to upload your CV and complete the online application form. </span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Make sure your CV is up to date so we can understand your skills and experience. Instead of a cover letter, you’ll answer two questions in your application:</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">What do you know about our MSD Contact Centres and the work we do?</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Why do you want to join our team?</span></li> </ul> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Note: These questions hold significance in our shortlisting process, please make sure to provide comprehensive responses. While AI may support your preparation, we are looking for answers written in your own style to provide insight into your experiences, thinking, and approach to the role. This helps us understand your personal experience, communication style, and suitability for the position.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;font-family:'Segoe UI Emoji', sans-serif">📧</span><span style="font-size:12.0pt"> All applications must be made online. If this is not possible or if you have any queries about the role, training, hours of work or eligibility, please contact Laura Kennedy at [email protected] </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Important recruitment information and dates | Ngā mōhiohio rapu kaimahi hira, me ngā rā hira</b></H2> </div><div><p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Applications close: 11:59pm, Sunday 26 July 2026.</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">At each step we will contact you via phone or email so please ensure your application details are correct, and you are easily contactable. Please take note of our key recruitment dates:</span></p> <p style="line-height:normal;margin:0.0cm 0.0cm 6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">If you are shortlisted, you will be sent an e-mail invite you to complete a video assessment to answer a few more questions about your skills and experience. This will be conducted via a platform called Talegent. You will be given 48 hours notice to complete this. </span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">If shortlisted from there you will be invited to attend an in-person Assessment Centre, scheduled between 30 July and 04 August.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">If successful, you will be invited to attend an interview scheduled between 06 August and 11 August.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Preferred candidates will be required to complete two work reference checks from your current and/or previous employer. An internal integrity check including a Ministry of Justice check.</span></li> <li style="line-height:normal;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:6.0pt;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Position Description | He Whakaahuatanga Tūnga</b></H2> </div><div><p> </p> <p><a title="" href="https://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/contact-centre/customer-service-representative.docx" target="_self">Customer Service Representative | Kaihāpai Moni Oranga - Position Description </a></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Salary | Utu-ā-tau: $61,466.00 - $73,903.00</b></H2> </div><div></div></div></div>