New Zealand Government Hiring for Advisor Customer Support (multiple opportunities) Job at Auckland Full Time

• Come join our hardworking, high performing Customer Support Centre (CSC) team in Manukau
• Bring your positive attitude and enthusiasm to provide an exceptional customer experience
• Competitive salary of $65,379pa plus five weeks’ annual leave and a suite of benefits

Kāinga Ora has a COVID-19 Vaccination policy that requires employees to be fully vaccinated, you will be required to provide your vaccination pass during the recruitment process.

Mō mātou – Our Organisation

At Kāinga Ora, ours is the important responsibility of transforming New Zealand’s housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.

What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders’ lives. With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build Aotearoa’s future.

We are passionate about transforming New Zealand for the better. That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

Ko tā mātou mahi – Our Role

We are looking for passionate, empathetic and socially conscious people whose values include putting customers at the heart of every interactions.

As an Advisor Customer Support (ACS), you will be the first point of contact for almost all of our customers and staff across New Zealand. Taking up to 2,000 calls per day, ACS’s are one of the busiest roles in the organisation. You will often find yourself working with customers in vulnerable positions, so you must have well-developed empathy and resilience.

Our Advisor Customer Support are incredibly knowledgeable, answering queries across a multitude of areas – maintenance, housing, and accounts among them – and across multitude platforms including phone, email, and web chat.

This may sound like a typical call centre job but it is not. This role will allow you to make a real difference in the community. Our ACS’s are great with showing compassion, while being decisive and supportive to our customers and their needs. Whilst we are looking for skills, knowledge and experience relevant to the role, what really matters to us is the alignment of your values with ours, you desire to help others, being resilient and your professionalism in the face of adversity.

Make no mistake; this can be a challenging role in a fast-paced environment. The good thing is, we have a great team so you will receive great support from your people leader and your colleagues too!

We have a number of full and part time permanent positions available. Hours can vary and can be between Mondays to Sundays shift schedule. Ideally, will also need to attend, in person, our 7-week training programme starting 25th July 2022, which will run onsite in Manukau.

Once you are fully trained, we do offer a flexible working environment, which includes being able to work from home on select days each week. In order to work comfortably from home, you will need to have a secure and safe space to work in with fibre or high speed internet connection and space with adequate lighting and ventilation. Because of the nature of the role, it is important that you have a space to work that is private and free of distractions.

As part of the selection process for this role, you will be invited to the following:

• Video screening
• Job shadowing – an opportunity to view a day in the life of an Advisor on the 14th, 15th and 16th June
• Assessment Centre – attend our Assessment Centre Day on either 21st and 23rd June

Ngā pūmanawatanga ōu – What you will bring

• Great questioning and listening skills to make quick, accurate decisions
• You are an amazing communicator, are reliable, positive, and customer focused with an ability to solve a range of problems on the spot
• You are resilient and bring previous customer service experience, possibly from working with customers in vulnerable positions
• Proven experience using different technology and systems and can learn new processes quickly

Nōu te rourou – What’s in it for you?

We offer competitive salaries, five weeks’ annual leave and a benefits package including a range of insurances, flexible working arrangements and career development. These benefits are described in more detail here https://careers.kaingaora.govt.nz/a-great-place-to-work/benefits.

As a Kāinga Ora – Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance. We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.

Ō Tātou Uara – Our Values

Our values were developed by us, for us. They unite us as an organisation and guide how we work every day. Our values are:

• Manaakitanga – People at the Heart
• Mahi Tahi – Better Together
• Whanake – Be Bold

Tūhono mai – Join us

To view the position description and apply for this role, please follow the online process via http://careers.kaingaora.govt.nz. Please note: all applicants, including existing employees, need to follow this process. If you have any questions, please contact the recruitment team via [email protected]

Applications close on 29 May 2022.

We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.