Wellington City Council Looking for Customer Service Representatives at Wellington Central, Wellington Full Time

• Want to make a difference in your community?
• Do you thrive in a faced paced environment where no two days are the same?
• Are you a customer service champion?

Then you might be just the person we’re looking for to join our amazing Wellington City Council Customer Services Team.

At Wellington City Council (WCC) we have a clear unifying purpose: Kia mahi ngātahi mō Pōneke mō tōna āpōpō. Working together for Wellington’s future.

We work towards the vision that is set for the city by our elected members: An inclusive, sustainable, and creative capital for people to live work and play.

Who are we?

The Customer Services team operates 24 hours a day, 7 days a week delivering excellent outcomes for all who live, work, and play in Pōneke.

We are the first point of contact for a wide range of services including payments, dog licensing, animal control, parking, building and planning, social housing, rates, facilities maintenance, provision of information and creating and dispatching requests for service to various Council business units and contractors… Just to name a few!

You will be the customer’s first impression for Wellington City Council and will be responsible for responding to day-to-day customer enquiries as well as providing consistent high-quality service.

Our Contact Centre team primarily interacts with our customers via phone, email and web queries, but from time to time they provide face to face service at our Arapaki Service Centre (Manners St).

Why this role?

You’ll be part of a friendly, and diverse team who really want you to be the best you can be. You get to make a real difference to the lives of the public that you interact with every day. You will have a love for problem solving as each enquiry can be slightly different with the end goal to find a solution that works for our customer and the Council.

This is a fantastic gateway to a future career within Council as you will get to learn all about our products, processes and customers.

The role

We’re hiring for our Contact Centre based at 113 The Terrace – with full-time and part-time opportunities available. We have afternoon/evening shifts available between the hours of 12pm and 8.30pm, for up to 5 shifts per week – one of which must be on a weekend day.

Actual hours will be negotiated with successful candidates. Let us know the days and times you’re available when you apply.

We’re looking for people with:

• A friendly, calm and professional attitude with a strong work ethic.
• Personal resilience.
• The ability to negotiate positive outcomes with people experiencing challenging circumstances.
• Attention to detail and the ability to follow policies and procedures.
• Confidence in communicating clearly via phone, email, and face to face with people from all walks of life.
• Technically savvy and the with the ability to navigate multiple systems.
• Ability to respond to all interactions with an empathy and compassion.
• Capacity to work collaboratively with our business partners across Council.
• Ability to excel in a fast-paced environment.
• Excellent time management.

Previous customer experience will be an advantage but is not required. We’re most interested in your natural ability to connect with our team and customers, and drive to deliver exceptional customer service in every interaction.

Our customer approach

We work together

• Mahi ngātahi. We collaborate to provide the best service.
• We trust each other and are open to new ways of working. We make the most of the diverse strengths of our kamahi/staff and help each other overcome the challenges we face.

We take ownership

• Tiakitanga. We are the guardians of the service we provide.
• We front up every time, we take the people we serve on the journey to make sure we achieve better outcomes for them.

We listen

• He tangata, he tanagta, he tangata. We put people at the heart of what we do.
• We seek to understand what people feel and what they need. We build trusted relationships by keeping it real for the person we are dealing with.

We respond

• Kōrero mai. We communicate clearly in a way that suits the people we serve.
• We help people to see how the big picture applies to them and explain what they can expect from us at every step of the way.

What you’ll get in return

• A collaborative and inclusive workplace.
• 5 weeks annual leave after 2 years of continuous service.
• Family leave provisions and a generously subsidised kids school holiday programme.
• Modern, centrally located offices.
• Dedicated on the job training.
• Development to help you progress your career.
• A fantastic supportive team … and much more!

For questions and queries, please contact Wesley Hutton, Talent Acquisition Partner, at [email protected]

Applications for this role must be submitted through the Wellington City Council careers website and close on 13 November 2022. We look forward to hearing from you!