Salary | Utu-ā-tau: $61,466.00 - $73,903.00 Starting salary: $61,466 with annual salary progression. Annual pay progression occurs each October.
What you’ll be doing | Ko te mahi In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations. Your responsibilities include:
Guiding clients through our services by providing clear and accurate information.
Offering tools and support to help clients access the services they need.
Listening with empathy and working to resolve challenges during calls.
Making decisions using tools and resources to ensure the right support is provided.
Some calls may be difficult, as you’ll be assisting people with essential needs. At times, we may not be able to grant every request. We focus on ensuring every client feels respected, listened to, and understood, and when possible, we work together to find alternative solutions.
What you need to know
You will receive a structured training programme to build your MSD product knowledge, skills, and confidence to perform the role independently.
We provide ongoing support and training to help you succeed.
Your work will make a real difference in our communities.
What you’ll need to succeed | Ko tō āhua To thrive in this role, you will need to:
Take inbound phone calls from people in different and sometimes difficult situations, helping them access services.
Provide clear and accurate information about available support and services.
Lead conversations with patience and empathy, ensuring callers feel heard and respected.
Be comfortable with technology, using systems while talking to clients at the same time.
Help people navigate complex situations, using available tools and resources to support their needs.
This role requires managing difficult calls, navigating situations with patience, empathy, and professionalism, providing the most needed support and guidance. While some calls can be difficult, the role is incredibly rewarding as the work you do makes a difference.
What you will get in return | Tāu e whai ai
Annual pay progression every October.
$400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses.
Accident insurance coverage for MSD staff.
Capability development framework to support your career aspirations with us.
Staff discount on Southern Cross Health Insurance.
Practical wellbeing support, such as Employee Assistance Programme.
Working hours You’ll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:
Monday to Friday: 6.55am to 10.00pm.
Saturday: 7.55am to 6:00pm.
Our usual operating hours are:
Monday to Friday: 7.00am to 6.15pm.
Saturday: 7.30am to 1.30pm.
We work on a no surprises basis, so you’ll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events.
