Support Centre Officer

Mo te tunga | About the role

Veterans' Affairs New Zealand (VA) provides support and services for veterans and their whanau. VA is part of the New Zealand Defence Force. We operate out of our office in Wellington and have approximately 80 civilian staff.

We are divided into five main functions:

• Veterans' Services.
• Applications and Entitlements.
• Business Services.
• Policy.
• Commemorations and Events.

You will be working as part of the Business Services, Veteran's Support Centre in providing efficient and effective frontline service to veterans and their whanau/families or other representatives. The Veteran Support Centre is the `face of Veterans' Affairs' and provides excellent service and accurate information to support Veterans' Affairs clients, updates client records and arranges services under the Veterans' Independence Programme.

Veterans, their whanau and other interested parties generally make contact through a 0800 number and a shared email box. These are the key channels for contact through to Veterans' Affairs and are highly regarded by our clients. In your role as a Support Centre Officer, you will provide valuable frontline customer service and accurate advice to the veterans.

This role is based in Reserve Bank Building, Wellington CBD. Once you have undergone training and are up to speed, there is the option of working from home on occasion.

Nga pukenga me nga wheako | Skills and Experience

You will have previous experience in a contact centre or service centre environment, with demonstrated analytical thinking abilities, problem-solving skills and effectively resolve conflict. As a committed team player, you will work well with others to achieve success, be outcome focussed and have a commitment to excellent customer service, while remaining resilient and agile to changing circumstances in this high tempo role.

Key skills and experiences you will bring include:

• Clear, articulate telephone skills and an understanding of call management techniques.
• Excellent verbal and written communication skills, including the ability to adapt your communication style to the needs of others.
• Ability to read, interpret and translate policy and legislation to provide accurate advice.
• Great interpersonal skills, including relationship building and stakeholder management.
• Good technical competency with an ability to learn new systems quickly.

Experience working within a health or client welfare organisation would be an advantage, but not essential.

Nou te rourou | What's in it for you

Your skills and dedication deserve recognition, and NZDF delivers with competitive pay matched to your experience. But that's just the beginning - safeguard your loved ones with a fully funded life cover of up to $300,000 and critical illness protection. Other benefits include discounted additional insurances, free will services and savings schemes for the Defence community. Get expert financial guidance and mortgage broker services. Find all our benefits and more on the Force 4 Families website.

NZDF champions diversity and inclusivity, valuing every member and fuelling their success. We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence. With an open door to all - irrespective of gender, ethnicity, ability, age, or family dynamics - NZDF offers a flexible, empowering work environment. Join us in shaping a brighter future, where everyone thrives.

Me pehea te tuku tono | How to Apply

Applications close on Tuesday 20 May 2025.

Use the links on this page where you'll be directed to the Defence Careers website.

Please Note:

• All applications must be made online, via the Defence Careers website. Each listing contains the Position Description and a Contact Us option for any queries or technical issues.
• Your cover letter will be a key part of our selection process, so please highlight how your experience relates to the key activities outlined in the Advert and Position Description.
• Applicants will be required to undergo a pre-employment drug-screening test prior to any offer of employment being made.

NZDF Employees/Members - please apply internally via the HR Toolkit; this will ensure that you are visible as an internal candidate.

NZDF Contractors - please apply via the Defence Careers website.

NZDF Reserves - please apply via the Defence Careers website if you cannot access the HR Toolkit.

NZDF is currently undertaking a Workforce Savings Programme (WSP) to realise efficiencies and required enduring savings, which may require NZDF to propose changes to the organisational structure of its civilian workforce. As we progress through the WSP, we will be communicating with our people about any potential impact on roles and structures.

We welcome your application for this important role and want to let you know that if the WSP, and any subsequent proposed change process, is likely to impact on the role you are applying for, we will let you know at the earliest opportunity.

Please Note:

To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria. Here's what you need to know:

Low Level Security Clearance

• You must be a New Zealand citizen or you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa.
• At minimum, you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa, and you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last five (5) years.
• You must have a five (5) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level.

If you do not meet the minimum criteria, unfortunately, your application will not be accepted. We do welcome your application at a time when you will meet the requirements.