Client Services Advisor - Mbie Customer Service Centre, Auckland Cbd

About the role:

Are you calm, composed, and provide great customer service? Do you enjoy interacting with people from all walks of life via phone and email with a positive approach? If so, then come join MBIE as a Client Service Advisor to help grow Aotearoa for all.

As a Client Services Advisor in the MBIE Customer Service Centre, you will gain invaluable insights into MBIE, build relationships within the organisation, have the opportunity for growth and development while being well supported by an experienced leadership team.

MBIE's Customer Service Centre handles a wide variety of inbound calls and assists clients across a broad spectrum of areas providing quality service to customers on the Bonds Tenancy, Companies, Consumer Commerce, Employment Services, EWRB and Immigration NZ lines. Depending on our business needs at the time you could take calls from clients on one or more of these lines.

To be successful in this role, you will need commitment and resilience, a passion for learning, a systematic and pro-active approach to work and proven experience in a customer service environment. If this sounds like you, then this is your next exciting opportunity!

Hours:

To enable us to provide quality service to Aotearoa and internationally, MBIE's Customer Service Centre is open 24/7. The CSA roles are permanent with full-time hours of 37.5 per week. You will be scheduled for an 8-hour shift that includes an unpaid 30 min break. Due to our current business needs, we are looking for candidates who can be adaptable with their starting and finishing hours, to take calls on our Immigration line working a 7.5 hour shift starting between 12:00 noon and 2:00 pm.

Training:

Fully paid training will require your full-time commitment to 37.5 hours per week, Monday to Friday between 9:00 am and 5:00 pm prior to your rostered shift being confirmed. Training will be for approximately 4 weeks.

Skills and experience required:

Our Client Service Advisors will be able to:

• Experience in a customer facing role or contact centre is highly desirable
• Demonstrate strong typing skills as well as exemplary verbal and written communication skills to create a great customer experience
• Navigate multiple electronic systems to access information and maintain these systems accurately to meet reporting requirements
• Listen to what people need, analyse information quickly and give brief, comprehensive and correct information for the issue at hand
• Handle stressful and emotionally difficult situations with a calm, composed and sensitive approach
• Communicate and build rapport with a diverse variety of people and cultures
• Be a reliable and committed team member with a customer centric approach
• Be agile working in a fast-paced, exciting, and fluid environment with the ability to learn and understand technical information quickly

Applicants must be New Zealand citizens or hold a New Zealand Permanent Residency Visa.

What we can offer:

• A supportive, collaborative and inclusive work culture working in modern, open plan and earthquake-safe contact centre offices with height adjustable desks for health benefits and comfort.
• A diverse role with opportunity to grow your knowledge, experience and understanding of New Zealand matters and it's current climate, with ongoing training, support and coaching to enable your success and professional development.
• Consistent progression, along with steady salary increases if you choose to develop your career
• The satisfaction of knowing that you are providing an essential service and helping "Grow Aotearoa for All", every day.

This is a great opportunity to start your career in government. Learning about the many aspects of the Ministry of Business, Innovation Employment will open numerous career paths to you with one of New Zealand's largest employers.

About MBIE:

MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, we are committed to creating a safe, trusting, inclusive workplace where our people can thrive. Click here for more about our culture and values, as our values guide how we work and interact with one another and with our customers.

• Mahi Tahi - Better Together
• Maia - Bold and brave
• Pae Kahurangi - Build our Future
Pono Me Te Tika - Own It

Our aspirations are echoed in our Maori identity - Hikina Whakatutuki - which broadly means `lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Maori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Maori, other Maori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Maori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Maori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mohio ana a Hikina Whakatutuki i puea ake te kotuinga I waenganui i a ngai Maori me te Karauna i Te Tiriti o Waitangi, a, kei te whai ia ki te whakau ake i Te Tiriti o Waitangi. Ma te whai kiko o nga kotuinga ahungaroa o ngai wi, o ngai Maori, me etahi atu ropu Maori ki te Karauna, katutuki tenei. He ahuatanga nui tenei e ahei ai nga mahi whanaketanga a-ohanga, a-papori hoki ki a ngai Maori me Aotearoa whanui. E whai tonu ana matou ki te kotui atu ki nga iwi mo te rapu huarahi hou ki te whakaara i nga kaupapakua roa nei e tami ana i a ngai Maori me Aotearoa whanui, a, e whai ana hoki ki te tautohu i nga aheinga kokiritanga ma nga iwi, me te tautoko i nga iwi kia whai mana ake ai enei aheinga.

How to apply:

Click here to view a position description. All applications must be submitted via our online process and must include a CV and Cover Letter outlining your interest and suitability for the role.

Email Fati Tagata at Fati.Tagata@mbie.govt.nz quoting ref MBIE/17236 if you have any further questions.

Applicants must be New Zealand citizens or New Zealand permanent residents to apply for this position.

Applications close on Sunday 11 May 2025.
Note - We will be reviewing applications throughout the advertising period; we may close advertising early due to anticipated high application numbers.