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="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif"> </p> <ul> <li style="font-size:10.0pt;font-family:Calibri, sans-serif;font-weight:bold;color:#121f6b"><span style="color:#121f6b"><strong><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Multipe full-time, permanent roles avaliable (37.55 hours per week)</span></strong></span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif;font-weight:bold;color:#121f6b"><span style="color:#121f6b"><strong><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Start date: 28 September 2026</span></strong></span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif;font-weight:bold;color:#121f6b"><span style="color:#121f6b"><strong><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Salary range: $61,466- $73,903</span></strong></span></li> </ul> <p style="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:left"> </p> <p style="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:left"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">We are a high-energy, whānau-focused, and supportive team. We work together to uplift and provide mana-enhancing support to clients over the phone. </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 | Ko te mahi</b></H2> </div><div><p style="text-align:justify"> </p> <p style="margin:0.0cm 0.0cm 6.0pt;line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;line-height:120%">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="margin:0.0cm 0.0cm 6.0pt;line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"> </p> <ul style="text-align:justify"> <li style="line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;line-height:120%">Guiding clients through our services by providing clear and accurate information.</span></li> <li style="line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;line-height:120%">Offering tools and support to help clients access the services they need.</span></li> <li style="line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;line-height:120%">Listening with empathy and working to resolve challenges during calls.</span></li> <li style="line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;line-height:120%">Making decisions using tools and resources to ensure the right support is provided.</span></li> </ul> <p style="margin:0.0cm 0.0cm 6.0pt;line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"> </p> <p style="margin:0.0cm 0.0cm 6.0pt;line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;line-height:120%">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. Hear from our CSR's here: <a title="" href="https://youtu.be/QXB3AOrQHkg?si=udJSoJZlSr0s5egQ" target="_self">Contact Centre Careers with MSD</a></span></p> <p style="margin:0.0cm 0.0cm 6.0pt;line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;line-height:120%">What you need to know:</span></p> <ul> <li style="line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;line-height:120%">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:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;line-height:120%">We provide ongoing support and training to help you succeed.</span></li> <li style="line-height:120%;font-size:11.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;line-height:120%">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 tō āhua</b></H2> </div><div><p style="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:justify"> </p> <p style="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:justify"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">To thrive in this role, you will need to:</span></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:justify"> </p> <ul style="text-align:justify"> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Take inbound phone calls from people in different and sometimes difficult situations, helping them access services.</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Provide clear and accurate information about available support and services.</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Lead conversations with patience and empathy, ensuring callers feel heard and respected.</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Be comfortable with technology, using systems while talking to clients at the same time.</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Help people navigate complex situations, using available tools and resources to support their needs.</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">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="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:justify"> </p> <p style="margin:0.0cm;font-size:10.0pt;font-family:Calibri, sans-serif;text-align:justify"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Please note: This role involves handling challenging calls, where clients may be a challenging 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>What you will get in return | Tāu e whai ai</b></H2> </div><div><p> </p> <ul> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Annual pay progression</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">$400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Accident insurance coverage for MSD staff</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Capability development framework to support your career aspirations with us</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Staff discount on Southern Cross Health Insurance</span></li> <li style="font-size:10.0pt;font-family:Calibri, sans-serif"><span style="font-size:12.0pt;font-family:Verdana, sans-serif">Lots of practical wellbeing support, like 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>Work hours: What to expect | Ngā Hāora Mahi: Ngā tūmanakohanga</b></H2> </div><div><p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;color:#222222">You’ll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Monday to Friday: 6.55am to 10.00pm</span></li> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Saturday: 7:55am to 6:00pm</span></li> </ul> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;color:#222222">Our usual operating hours are:</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Monday to Friday: 7.00am to 6.15pm</span></li> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Saturday: 7.30am to 1.30pm</span></li> </ul> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;color:#222222">We work on a no surprises basis, so you’ll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events.</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;color:#222222">Need more information? Get in touch if you’d like to talk about reasonable accommodations that could support you to succeed in this role.</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>How to apply | Me pēhea te tuku tono</b></H2> </div><div><p style="text-align:justify"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif;text-align:justify"><span style="font-size:12.0pt;color:#222222">To apply, click the 'Apply Now' button to upload your CV and complete the online application form. Make sure your CV is up to date so we can understand your skills and experience. Instead of a cover letter, you’ll answer you'll be asked a screening question in your application:</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif;text-align:justify"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm;text-align:justify" type="disc"> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">What is one strength you would bring to the role and how would you apply it in your day-to-day work as a Customer Service Representative? </span></li> </ul> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif;text-align:justify"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif;text-align:justify"><strong><span style="font-size:12.0pt;color:#222222">Note:</span></strong><span style="font-size:12.0pt;color:#222222"> Your application and responses to the application questions are a key part of our assessment process. 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></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="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><strong><span style="font-size:12.0pt;color:#222222">Applications close: </span></strong><span style="font-size:12.0pt;color:#222222"> 11:59pm, Sunday 2nd August 2026</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;color:#222222">Recruitment process overview:</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Step 1: If shortlisted from your application, complete a video assessment.</span></li> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Step 2: Attend a face-to-face information session and interview. You may also be required to conduct skills testing (if successful in Step 1).</span></li> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Step 3: Reference checks (two required: current and previous employer).</span></li> <li style="color:#222222;margin-bottom:0.0cm;line-height:normal;background-color:white;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt">Step 4: Internal integrity check, including Ministry of Justice check</span></li> </ul> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><strong><span style="font-size:12.0pt;color:#222222">Start Date</span></strong><span style="font-size:12.0pt;color:#222222">: Monday 28th September 2026</span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><span style="font-size:12.0pt;color:#222222">All applications must be made online. If you have any queries, please contact Sandra Yu at </span><span style="font-size:12.0pt;color:black"><a href="mailto:[email protected]">[email protected]</a></span><span style="font-size:12.0pt;color:#222222"> </span></p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"> </p> <p style="margin:0.0cm;line-height:normal;background-color:white;font-size:10.0pt;font-family:Verdana, sans-serif"><strong><span style="font-size:12.0pt;font-family:'Segoe UI Emoji', sans-serif;color:#222222">📌</span></strong><strong><span style="font-size:12.0pt;color:#222222"> Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application</span></strong></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>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<span style="font-size:14.0pt"> </span></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>