Christchurch City Council Looking for Customer Service Representative – Matatiki Hornby Centre (Permanent Part-Time) at Christchurch, Canterbury, New Zealand Full Time

Are you a proactive problem solver with a passion for providing outstanding customer service?

About the role | Ko te mahi nei

Responsibilities

Christchurch City Council is seeking dedicated Customer Service Representatives to join our dynamic team. This role is crucial in delivering exceptional service across various channels, ensuring every customer’s enquiry is resolved effectively and efficiently. Your responsibilities include:

• Serve as the first point of contact for all customer enquiries over the phone, face to face, email, and social media. Employ problem-solving methods to provide accurate and consistent information while adhering to service standards and operating procedures.
• Resolve conflicts and prevent issues from escalating by addressing concerns in a fair and respectful manner. Escalate unresolved issues to the appropriate personnel following prescribed processes.
• Ensure accurate information is available and systems are used effectively. Connect customers with relevant teams in Council, provide updates and make relevant bookings or appointments as requested.
• Log, monitor, and follow up on service requests. Provide clear expectations and accurate information to customers.
• Handle payments with precision in accordance with financial policies and standards. Ensure cash handling meets agreed standards and cash is securely managed.

About you | Ko Koe Tēnei

Skills

You will be using your people skills to instil confidence and build trust with your customers. You’ll be providing technical advice and responding to customers’ enquiries, so you’ll be a confident communicator both in person and with written documentation. You will also have:

• Strong problem-solving skills with the ability to handle complex and varied enquiries.
• Excellent communication skills across different channels.
• Ability to manage conflicts and escalate issues as needed.
• Proficiency in using information systems and managing service requests.
• Experience in handling payments accurately and securely.
• Commitment to delivering high-quality customer service with an understanding of diversity.
• Familiarity with health and safety protocols in a workplace setting.

What’s in it for you? He aha ngā hua ki a koe?

Working For The Christchurch City Council Allows You To Contribute Directly To The Community And Make a Positive Impact On The Lives Of Residents And Visitors. You Will Also Benefit From

• Access to training programmes, workshops, and development opportunities
• Collaboration – exposure to wider areas of the organisation
• Benefits – a variety of benefits for Council staff from health schemes to retail discounts.

Through collaboration, innovation, and a strong commitment to community, the council provides an environment where one’s skills and passions can shine, making it an exceptional choice for those seeking purpose and impact in their career.

Additional Information | Ko ētahi atu kōrero:

Hours of work: Our Customer Service Representatives operate on a rotating shift roster with the earliest start time being 5.00am and the latest finish time being 10.30pm.

• Part-time, fixed-term positions (15 hours per week, Saturdays and Sundays: 11.15am – 7.15pm)

Location: This role will be primarily based at our Te Hapua Halswell Centre, however shifts could be based at any Christchurch City Council Service Hubs or facilities.

Salary: The salary band for this position goes from $30.13 to $33.48 per hour. Starting salaries will be based on knowledge, skills and experience the successful candidate brings to the role, and relativities both, within the immediate team and in the broader organisation for the same or similar roles.

Note: Shortlisted candidates will be invited to complete a video questionnaire as part of the initial screening process.

At the Christchurch City Council, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to apply anyways.

We understand that recruitment processes can be challenging. If you require any support or adjustments to help you put your best foot forward, please reach out to us at [email protected]

Applications will be reviewed as they are received, and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date.