Customer Service Representative at Ministry of Social Development — BranchFactor

BranchFactor Summary

The original posting with the fluff stripped out

Management level: Individual contributor
Contract: Full-time
Visa sponsorship: Not offered

Compensation

Base salary	NZ$61,500 – NZ$74,000 / yr

Role speciality

No unique specialisation

Original posting

Ministry of Social Development

Multipe full-time, permanent roles avaliable (37.55 hours per week)
Start date: 28 September 2026
Salary range: $61,466- $73,903

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.

What you’ll be doing | Ko te mahi

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:

Guiding clients through our services by providing clear and accurate information.
Offering tools and support to help clients access the services they need.
Listening with empathy and working to resolve challenges during calls.
Making decisions using tools and resources to ensure the right support is provided.

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: Contact Centre Careers with MSD

What you need to know:

You will receive a structured training programme to build your MSD product knowledge, skills, and confidence to perform the role independently.
We provide ongoing support and training to help you succeed.
Your work will make a real difference in our communities.

What you’ll need to succeed | Ko tō āhua

To thrive in this role, you will need to:

Take inbound phone calls from people in different and sometimes difficult situations, helping them access services.
Provide clear and accurate information about available support and services.
Lead conversations with patience and empathy, ensuring callers feel heard and respected.
Be comfortable with technology, using systems while talking to clients at the same time.
Help people navigate complex situations, using available tools and resources to support their needs.
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

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.

What you will get in return | Tāu e whai ai

Annual pay progression
$400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses
Accident insurance coverage for MSD staff
Capability development framework to support your career aspirations with us
Staff discount on Southern Cross Health Insurance
Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.

Work hours: What to expect | Ngā Hāora Mahi: Ngā tūmanakohanga

You’ll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:

Monday to Friday: 6.55am to 10.00pm
Saturday: 7:55am to 6:00pm

Our usual operating hours are:

Monday to Friday: 7.00am to 6.15pm
Saturday: 7.30am to 1.30pm

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.

Need more information? Get in touch if you’d like to talk about reasonable accommodations that could support you to succeed in this role.

How to apply | Me pēhea te tuku tono

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:

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?

Note: 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.

Important recruitment information and dates | Ngā mōhiohio rapu kaimahi hira, me ngā rā hira

Applications close: 11:59pm, Sunday 2nd August 2026

Recruitment process overview:

Step 1: If shortlisted from your application, complete a video assessment.
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).
Step 3: Reference checks (two required: current and previous employer).
Step 4: Internal integrity check, including Ministry of Justice check

Start Date: Monday 28th September 2026

All applications must be made online. If you have any queries, please contact Sandra Yu at Sandra.Yu001@msd.govt.nz

📌 Candidates must hold NZ Citizenship or a Permanent Resident visa at the time of application

Position Description | He Whakaahuatanga Tūnga

Customer Service Representative | Kaihāpai Moni Oranga - Position Description