Customer Service Representatives – Service Delivery Wellington CBDMinistry of Social DevelopmentContact Centre Services, Wellington (Work and Income & Senior Services)Permanent Contracts until 17th February 2025The OpportunityWe are a fast-paced, whanau-focused, and supportive team working together to uplift and provide mana-enhancing assistance to our vulnerable clients. You will be the first point of contact for our clients and provide phone-based support to a range of people with various backgrounds, ages, and situations, primarily assisting them in accessing our services.About YouAs a Customer Service Representative at the Ministry of Social Development, you will be at the forefront of people's lives. This role requires empathy and understanding to help navigate a range of queries. You will be responsible for making important decisions to ensure that our clients receive the right support to help them on their journey to being safe, strong, and independent. Our training approach will enhance your existing skills to confidently work primarily through inbound calls.To ensure success in this role, we are looking for individuals with the following skills and attributes:You enjoy quality conversations and can understand and show empathy towards our clients' complex needs, using effective communication and questioning techniques.Adaptable, resilient, and able to work well under pressure.An ability to adapt to new technology and learn new skills as you will be operating systems that are new to you.Demonstrate experience using technology to solve problems.An eagerness to learn and an awareness of what is needed for self-improvement and development.You work efficiently, accurately, and make good, sound decisions in the absence of clear policy.Flexible with hours and able to adapt to new circumstances as they arise.Hours of WorkTotal hours of work for the week are 37 hours and 55 minutes, although you are paid for 40 hours. Our current standard hours of work are shifts of seven hours and 35 minutes per day between Monday-Friday 6:55am – 6:15pm and on Saturday 8:00am – 2:00pm. Successful applicants will be working rostered duties across the 5-day week and one Saturday every four weeks – rosters are published 4 weeks in advance.Key Recruitment Process InformationWe are working on a tight schedule and will be reviewing applications and progressing candidates as they come in, so you could be contacted to attend at short notice.You may be contacted via phone to attend an in-person Assessment Centre between the dates of 16th December 2024 – 16th January 2025.If you are successful past the Assessment Centre, you will be contacted via phone to attend a face-to-face interview, between the dates of 23rd December 2024 – 22nd January 2025.Salary starts from $60,707 per annum.Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application.Candidates should be able to provide 2 x work references (your current and previous employer).Start Date: 17th February 2025.How to ApplyPlease upload your current CV and, in place of a cover letter, you will be prompted to answer the following questions:What is your understanding of MSD and our mahi, and WHY would you be a good fit?MSD is guided by 4 leading values that help us align our actions with a common purpose and provide a shared understanding of how we behave and the actions we take. What value resonates with you and how would you display this in this role?What does empathy mean to you? Please provide an example of a time when you demonstrated empathy towards a colleague or customer.Joining MSD means being part of a whanau that celebrates the diversity each individual represents. We show manaaki, care about the wellbeing and success of people, and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity.If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
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