Customer Support Officer - Contact Centre

Career Opportunities: Customer Support Officer - Contact Centre (8558) Join Us at New Plymouth District Council! Te Kaunihera-ā-rohe o Ngāmotu – New Plymouth District Council (NPDC) is shaping the future of our district. We’re here to serve our community and create a place where people love to live, work and visit. Guided by the principles of Te Tiriti o Waitangi, we’re committed to building strong partnerships that honour and celebrate our rich cultural heritage. Our new vision - Thriving Today, Resilient Tomorrow reflects our commitment to supporting the wellbeing of our people and places now, while preparing our district for the challenges and opportunities ahead. Innovation, sustainability and collaboration drive everything we do as we deliver services and initiatives that help our communities flourish. At Te Kaunihera-ā-rohe o Ngāmotu, we’re proud to be an inclusive and dynamic organisation that values people, creativity and progress. If you’re passionate about making a real impact and being part of something bigger, this is the place for you. The Opportunity | Te āheinga We're looking for a Customer Support Officer to join our Contact Centre team on a permanent part‑time basis (24 hours per week). As a member of our Contact Centre Team, you'll be the first point of contact for customers, handling a wide range of enquiries via various channels such as phone, email and live chat. You'll need to listen, problem‑solve, and provide accurate information, aiming to resolve customer queries at the first point of contact wherever possible. From answering questions and providing advice, dealing with emergency callouts, or connecting customers with the right services, you'll play an important role in delivering a positive customer experience to our community. You’ll be joining a close‑knit, supportive team that takes pride in the important work we do. While we're focused on providing excellent customer service, we also enjoy working together, sharing a laugh and creating a positive team environment. If you're someone who thrives in a busy customer focused role, enjoys a challenge and wants to be part of a fun and hardworking team, we'd love to hear from you. Respond to enquiries received via various channels such as telephone, email and live chat, by providing information at first point of contact, or referring on to the appropriate team as defined in Frequently Asked Questions and service level agreements. Provide assistance to the wider Customer Team if required. Accurately capture information provided to Council, and updating existing information on system databases. Articulate legislation, bylaws and technical information to customers in a simple manner that is easily understood. Ensure customers understand requirements and rationale for these. Actively ensure that legislative requirements and Council policies and procedures are fulfilled, particularly in relation to all key relevant legislation. Has excellent interpersonal skills, including oral and written communication. Can work under pressure, prioritise jobs and demonstrate a calm exterior. Accurate and efficient data entry and typing skills Basic knowledge of various Acts, legislative requirements and Council functions to enable interpretation and information to customers. Preferable to have English NCEA Level 2 or Sixth Form equivalent. Preferable to have a minimum of two years’ experience in a similar role. What We Offer | Ngā Ratonga At New Plymouth District Council, we’re not just offering jobs – we’re building careers and creating a workplace where people thrive. When you join us, you’ll discover: Clear career pathways - to help you grow and succeed Learning and development opportunities - that keep you ahead of the game Support for personal and professional growth - so you can be your best self Plus, our People’s Package is designed with you in mind, covering five key pillars: Wellbeing Development Benefits Culture Recognition You can expect to start in this permanent, part‑time (24hr week) role with a salary of between $64,133 - $66,921 (pro‑rate). Your wellbeing matters to us. We’re committed to creating an inclusive, supportive workplace where your contributions are valued and celebrated. Together, we’re shaping a vibrant future for New Plymouth - one step, one idea, one achievement at a time. Te Kaunihera-ā-rohe o Ngāmotu 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, we encourage you to advise us at the time of application to assist you through the recruitment process. #J-18808-Ljbffr New Plymouth District Council