Customer Service Representative Written Communication

Date: 16-Mar-2023

Location: Central Auckland, NZ, 1010

Company: Auckland Council


  • 12-month fixed-term opportunity to be part of a high performing Customer Service team.
  • Deliver excellent customer experience at the first point of contact for all of Auckland Council’s existing and new customers.
  • Strengthen all aspects of your customer service skills by rotating between phone calls and emails.


He angitūtanga: The opportunity


The role of the Customer Services Representative is to respond to all customer contacts whether voice or written received by Auckland Council through the customer service channels. It will ensure that a timely, tailored, professional response is received by the customer in accordance with policy, procedures, and standards.


This role requires you to apply great communication skills and build rapport with a diverse range of customers and stakeholders. You will be accountable for investigating, analysing, and solving their enquiries and problems, by ensuring that their needs are the driving force behind your decision making.


Key Responsibilities:


  • Use all resources available to resolve as many enquires as possible at first point of contact. Where this is not possible apply your initiative to find assistance and commit to keeping all affected parties informed.
  • Accurately log all requests for service and investigations and maintain the integrity of the database by confirming that existing customers’ details are up to date and accurate. 
  • Answer all customer calls in a friendly and approachable manner in accordance with the quality framework.  Listen and use questioning techniques to understand customer needs and confirm you have interpreted them correctly to ensure that they receive all the information and direction they require.
  • Provide responses, using everyday language, that accurately convey specialist advice (which may be complicated) in a clear and simple manner to a wide range of council customers. The solution and outcome focused response will clearly articulate the reason for the decision and if in writing align with the council style guide (Our Voice).
  • Set high standards of performance for yourself and others, be accountable for your decisions and actions and follow through with your promises.
  • Identify trends or issues that may require intervention from other departments within council and escalate to the appropriate specialist, team leader or business group as required.
  • Identify opportunities for continuous improvement and innovation and offer suggestions for improving current systems and procedures.
  • Use interactions appropriately to educate and demonstrate to the customer self-service and digital opportunities.
  • Treat all customers with sensitivity to their cultural differences and specifically support the Council in delivering against their Maori outcomes.


Click here to access the position description.


He kōrero mōu: About you
Customer service and communications are your forte. You are someone who takes pride in being grammatically correct, numerically adept and understands what it means to provide customers with exceptional customer service daily. Your friendly, efficient, and professional manner will support a positive impression of Council to achieve a high level of customer satisfaction.


To be successful in this role, you will display the following:

  • Ability to use good judgement and critical thinking skills.
  • Demonstrated ability to problem solve.
  • Minimum NCEA Level 3 in English and Maths
  • Demonstrated competence with Microsoft applications, online search tools and CRM systems, e.g., SAP CRM.
  • Excellent written and verbal communication skills.
  • Excellent literacy and numerical reasoning skills.
  • Demonstrated knowledge, understanding, respect and sensitivity to cultural differences.
  • Minimum of 3 years proven experience in a similar role, in a Customer Services environment.


Ngā āhuatanga kei a mātou: What we offer
You'll be joining a supportive team where people are valued and respected. As Auckland's largest employer, you will have ample opportunities to train, upskill and develop your career in your chosen path.


You will also have access to a range of fantastic Auckland Council benefits, and a range of other partnership discounts!  


If you are keen to join our team of awesome people with the aim of having the best customer services department in the country – Apply Now!

All successful candidates must be available for six (6) weeks of full-time training, Monday to Friday, 9:00 am to 5:30 pm in the CBD. 


Applications close: Thursday, 30th of March 2023 at 11:59 pm.

Auckland Council 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.


Auckland Council strongly encourages our employees to be fully vaccinated.