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Customer Support officer, it starts with you!
- Based at Police infringement Bureau, Police National Headquarters Wellington
- Salary from $53,783
- Permanent
- Full time and Part time roles available
- JR3496323
About the role
The Police Infringement Bureau (PIB) as part of the National Road Policing Centre (NRPC) contributes to the trust and confidence in Police through the professional handling of a range of infringement services.
As a Customer Support Officer you will support PIB with the processing of infringement notices by delivering high quality administration and customer service to our internal and external clients.
Within PIB we have 7 administrative and support teams managing the various activities associated with an infringement, from processing traffic camera photographs to handling payments and dealing with the public via the national contact number. In this role you will have the opportunity to gain experience in a variety of these departments, as the Customer Support Officer will be trained across the administrative functions to deliver expert service in each of these teams, in response to work demands.
You will have the opportunity to train to become an Authorised Officer in order to carry out Authorised Officer functions and duties across a number of roles and responsibilities within PIB.
Key Accountabilities:
- Verify a range of safety camera images, accurately enter data of offenses and issue appropriate notices
- Create, update and maintain accurate and complete infringement notice records, financial records and Police files
- Access financial systems (internal and external) and a range of Police systems and records to locate, verify, cross check and update information
- Manage call centre interactions, many of which can be highly emotive, whilst providing a customer experience that delivers solutions in a professional and competent manner. Resolve customer complaints, troubleshoot problems, provide clear information and resolve or escalate issues
- Identify, investigate and resolve payment irregularities. Analyse financial reports (including electronic banking reports, payment reject reports, payment source documents) to identify non reconciled payments and consider payment anomalies within the wider context of the infringement system and report matters impacting other areas in line with PIB processes
What you’ll bring
Being part of the Police whānau is about being our best to ensure our communities are safe and feel safe. Our Core Competencies provide a shared understanding of the behaviours, leadership and technical competence required for success at each level of Police. Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.
- Good computer skills and able to use multiple system at once.
- Excellent communication.
- Ability to perform in a high paced team environment.
- Outstanding customer service.
- Effective time management
- Enjoy learning new skills.
- Proficiency in MS Excel would be advantageous
If you are an internal applicant, you must apply internally through the police system. You must provide an alternative contact email address.
This role is set at
Individual Contributor level, this means your key purpose is “to deliver or enable others to deliver Our Business”.
We will ask you questions based on “How we will deliver Our Business – Core Competencies” and the appropriate role level, i.e. Individual Contributor. For more information on Our Core Competencies, please copy and paste this URL: https://www.police.govt.nz/sites/default/files/publications/core-competencies-how-we-will-deliver-our-business.pdf
These questions will be unique and specific to the role, focusing on the aspects the hiring manager believes are most important for that position at the time. For more information on Our Values, please copy and paste this URL: https://www.police.govt.nz/sites/default/files/publications/nzp-our-values.pdf
To view the position description for this role please copy and paste this link into a new browser:
https://teams.sp.police.govt.nz/pac/od/pd/Documents/Operations%20Group/Customer%20Support%20Officer%20-%20Police%20Infringement%20Bureau.pdf
About us
Our mission is to prevent crime and harm through exceptional policing. Our vision is to be the safest country. Our purpose is to ensure everybody can be safe and feel safe.
Working Flexibly
We can consider part-time hours of between 20-32 hours per week. If you would like us to consider a part time or other flexible working arrangement, please let us know how that might best work for you as part of your application.
Your wellbeing inside and outside of work is important to us. We’re open to discussing flexible working options that work for both you and the business.
For more information on the above, please copy and paste this URL: https://www.police.govt.nz/careers
How to apply
Please note: Applications submitted directly through the Government Jobs Website are no longer considered. Please visit our Police Careers page: https://career10.successfactors.com/career?company=nzpolice to apply for this position.
If this position sounds like you, click apply now. You will be required to submit an application form and a CV. Before confirmation of hire, pre-employment checks will be undertaken.
All staff are expected to be fully vaccinated, including up to date with boosters, in alignment with Ministry of Health public health guidance.
For further information on the application process, please copy and paste this URL: https://www.police.govt.nz/careers
If you have any questions about this vacancy, please contact
deepa.shankar@police.govt.nz
Applications close Thursday 7th July 2022
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