- Want to make a difference in your community?
- Thrive in a fast-paced environment where no two days are the same?
- Champion excellence in customer services as much as we do?
At Wellington City Council we have a clear unifying purpose: Kia mahi ngātahi mō Pōneke mō tōna āpōpō. Working together for Wellington's future.
Our Customer Services team operates 24 hours a day, 7 days a week delivering excellent outcomes for all who live, work, and play in Pōneke.
They are the first point of contact for customers accessing a wide range of Council services including payments, dog licensing, animal control, parking, building, and planning, rates, and facilities maintenance, just to name a few! You will be the customer's first impression of Wellington City Council and will be responsible for responding to day-to-day customer enquiries as well as providing consistent high-quality service.
We are now looking for an afterhours Customer Service Representative based in our call centre.
Team Wheke (the afterhours contact centre tima) are an award winning team having been awarded the Nga Kaha award that recognises a team that lives and breathes our Council values in the 2024 WCC Staff Awards.
They pride themselves on delivering excellent customer service while supporting each other to continuously improve and develop.
They have fostered great relationships within the wider Council and our contractors. This means we are a trusted partner outside of normal hours, often becoming an important hub during emergency events. The team are a diverse group of parents, students, artists and customer service professionals, who share a genuine connection that makes coming to work even more enjoyable.
Āu ake mahi | What you'll do
Like our city, our mahi is diverse and exciting. You will 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 for members 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 of finding 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 services, processes, and customers.
Please note, the successful applicant will be required to work the following days and times.
- Saturdays - 8am - 5pm
- Tuesdays - 4.30pm - 11pm
- Thursdays - 4.30pm - 11pm
Ngā tohu me ngā wheako | Qualifications and experience
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 your drive to deliver exceptional customer service at every interaction.
You'll also have:
- 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
- Technical confidence, with the ability to navigate multiple systems
- The ability to manage challenging customer conversations with empathy and compassion
- Capacity to work collaboratively across Council
- The ability to excel in a fast-paced environment
- Excellent time management.
Why us?
Working for the Council offers you a range of benefits including 5 weeks annual leave, flexible working options, health and wellbeing support, Council staff discounts and a range of learning and development programmes and opportunities.
More than that - you'll be playing a part in making Pōneke an inclusive, sustainable and creative capital for people to live, work and play.
So, if joining a team that is focussed on delivering the best outcomes for the city now and into the future (while also having a ton of fun doing it) seems like something that you want to be part of, apply today!
Applications close 9th of February 2025. All applications must be submitted online. All applicants must have the right to work in New Zealand.
Applicants will be required to undergo ministry of justice checks as part of the preemployment process.
We want to make sure any accessibility requirements you may have, are well supported so the selection process is equitable for everyone. Please let us know if there are any adjustments or support, we can offer to make our process more accessible to you by emailing: recruitment@wcc.govt.nz
