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- A fast-paced frontline role, where you will be the first port of call, providing the best possible service experience for our diverse range of customers
- Addressing queries and supporting customers via various contact channels in our Families (Nga Whanau) segment
- Standard working hours of up to 7-hour 35-minutes as day, worked on a rotating shift roster
We have an opportunity for Customer Service Officers (L1) to join our Napier team on a permanent basis. As a customer-centric organisation, our goal is to give our customers the best possible experience and to ensure we are delivering the right advice and information at the right time. We’re looking for talented people that are passionate about the service they provide, who crave constant learning and are committed to what they do.
About Us
In Customer and Compliance Services we support individuals, Families, and Business through different phases of their lifecycle to ensure they can get it right from the start and comply with their obligations.
Our customer services roles are busy and each day you will play a critical role in delivering timely, accurate and professional service to Inland Revenue customers. Our CSOs work with three types of clients – individual New Zealanders looking for guidance and support with their specialist products that relate to Child Support, Working for Families, and other specialist IR products.
You will connect with customers via a range of channels including inbound and outbound calls and e-mail.
Working for us
Inland Revenue is an essential part of the fabric of New Zealand. We collect most of the revenue that our government needs to fund and administer the significant social and economic policy programmes that provide support and care for the people of this country.
We offer a supportive team environment and great opportunity to grow and learn. We invest in you from day one – providing a well-mapped out training programme that allows you to understand our tax and social policy products.
Detailed terms
Locations: Napier
Hours of Work: Up to 7-hours 35-minutes per day (75 hours 50 minutes per fortnight) to be worked between 7.00am and 6.00pm Monday to Friday, with two days of rostered phone work per week.
What do you need to bring to the role?
- great communications skills, both verbal and written – you will need to understand our customers circumstances, reach an agreement, and record the outcome of your conversation so that if they call back, the next Customer Service Officer can continue that conversation.
- curious thinker and a problem solver – thinking through options and approaches that are customer centric and result in a good result for both the customer and IR.
- resilience – this is a busy role, some customer queries can be challenging so you need to demonstrate patience, good judgment, empathy and a positive outcomes approach.
- digitally savvy – we have multiple systems, platforms, and tools within Inland Revenue so you need to feel comfortable and confident working with technology (we will teach our unique tools)
- comfortable with numbers – you don’t need to be accountant or numbers guru, but you do need to feel comfortable calculating options for our customers when communicating a plan
- customer centric – having a customer service background (and this comes in all shapes and forms) demonstrates you are comfortable and confident working with and for customers
How to apply
If you would like more information, please email CCSCareers@ird.govt.nz quoting the position title in the subject. Only online applications can be accepted, and we will be reviewing and shortlisting throughout advertising given the high-volume of applications for these roles. We may reach out to you if further information is required.
At Inland Revenue, we truly embrace diversity and inclusion and promote a flexible and supportive work environment that meets the needs of our people and business. We are open to considering part-time hours and other flexible working options. Talk to us about what might work for you.
We have trust and integrity – we innovate to make a difference – we value people – we work together
Here at Inland Revenue (IR) we are well advanced into a multi-year business transformation which will modernise our entire operation. As a customer-centric organisation, IR’s goal is to give customers the best possible experience when using the NZ tax system. This is resulting in significant changes to how we operate and engage with customers, and the way that our people undertake their work.
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