- Channel excellence and contribute to Tāmaki Makaurau
- Be part of a great team of people who find solutions for our customers.
- Permanent full-time and part-time positions are available at Manukau.
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He angitūtanga: The opportunity
We are excited to recruit the next batch of Customer Services Representative Contact Centre agents to join our growing team and maximise the customer experience by providing accurate information, advice, and service to all external and internal customer enquiries received through the telephone channel on matters relating to services provided by Auckland Council.
Key Responsibilities:
- Health-related enquiries or concerns
- Telephone-based payments, including direct debits set up.
- Parking-related enquiries, such as traffic infringement payment procedures and infringement dispute processes
- Dog-related enquiries, such as registration, and advice on dog infringement notice procedures
- Property-related enquiries, including property valuation information and rate enquiries on payments and rebate procedures.
- Building consent queries, and if required, escalate the customer to planning/building or appropriate contact.
- Environmental enquiries such as waste and recycling
- Respond promptly and accurately to internal and external requests for information received by phone.
- Provide appropriate information on statutory and council requirements and effectively act.
Effectively action enquiries, accurately log requests for service jobs in the system, and monitor progress through closure for:
- Notification advise for public space issues, e.g., flooded drains, fallen trees, and graffiti.
- Log all requests for investigations, e.g., noise complaints or unhygienic business practices, into the system.
- Escalate stalled jobs when necessary to appropriate contacts.
Click here to access the position description.
He kōrero mōu: About you.
To be successful in this role, you will display the following:
- Minimum typing speed of 35 WPM.
- Good research skills and an ability to learn fast.
- Excellent verbal communication skills and a polite telephone manner
- Demonstrates the capability to interpret, problem-solve, and prioritise job tasks.
- Experience in the use of Microsoft Office applications (Excel, Word, Visio, Access, PowerPoint, and Outlook)
- A minimum of 3 years of proven experience in the delivery of customer service
- Resilient, punctual, and able to quickly adapt to a constantly changing environment with multiple priorities (highly regarded),
- The ability to deliver a genuine customer-centric approach to internal and external customers.
- Having a good understanding and knowledge of local government legislation, council practice, and constraints is an advantage.
We are a 24-hour, 7-day-a-week contact centre with full-time and part-time shifts available. Flexible working options are available to the right candidate. Factors that will be considered for approval include (but are not limited to) the area of Auckland where you live, the timing of your shift, and your performance at work.
Please click on the link provided to indicate your shift availability. https://bit.ly/3pyz2VX (Ctrl + Click to follow the link)
All successful recruits must be available for six (6) weeks of full-time training, Monday to Friday, 9:00 a.m. to 5:30 p.m., after which you will start working as per your schedule.
Ngā āhuatanga kei a mātou: What we offer.
You can expect variety in your work and will be given ongoing learning and career development opportunities. As Auckland's largest employer, we embrace diversity and encourage well-being at all levels of life. You will also have access to a range of fantastic Auckland Council benefits and a range of other partnership discounts! If you are keen to join our Customer Services department, which is building a team of incredible people and aiming to be the best contact centre in the country, Apply Now!
Applications close: Wednesday, the 12th of July 2023
Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, please advise us at the time of application to assist you through the recruitment process.
Auckland Council strongly encourages our employees to be fully vaccinated.
