Customer Service Delivery Representative

About the Role

Join Hamilton City Council as a Customer Service Delivery Representative and become the welcoming face for our community. This role is focused on delivering excellent customer experiences by assisting residents with their enquiries and service needs in person. You'll play a key part in helping Hamilton become the best place to live by supporting and guiding customers through various Council services.

Primary Responsibilities

• Provide warm and professional face-to-face customer service in a busy environment.
• Ensure customers feel heard, informed, and supported at every interaction.
• Respond efficiently to diverse enquiries and process service requests.
• Handle payments accurately and maintain detailed records of transactions.
• Resolve customer issues promptly or escalate when necessary.
• Collaborate effectively with colleagues to achieve positive community outcomes.
• Identify and suggest improvements to streamline processes for easier customer access to Council services.

Qualifications and Experience

• Minimum of three years’ experience in customer service roles, especially in face-to-face interactions.
• Strong interpersonal and communication abilities with active listening skills.
• Capability to remain calm and manage challenging or escalating situations with empathy and problem-solving skills.
• Proficiency in handling multiple systems and administrative processes simultaneously.
• Accurate cash handling and administrative competence.
• High attention to detail and commitment to accuracy.
• Positive and proactive mindset with the ability to think quickly under pressure.
• Experience in local government is a plus but not mandatory.

Compensation and Benefits

The role offers a starting hourly rate of $29.90, with potential negotiation based on your experience and qualifications.

• Flexible working arrangements supported by an award-winning policy.
• Opportunities for ongoing professional development.
• Two annual wellbeing days to support your health and work-life balance.
• Complimentary health insurance through Unimed, including hospital and surgery coverage, with discounted family membership rates.
• Free annual health checks and flu vaccinations.
• Option to purchase additional annual leave.
• Reimbursement for eye tests and glasses.
• Discounts on local business products and services such as gym memberships, cafes, dental care, and hairdressing.

Additional Information

Applications are reviewed on receipt and the closing date is August 10, 2026. Candidates undergo interviews, reference checking, criminal record verification, and where relevant, further background checks. Support is available during the recruitment process for any access requirements.

Hamilton City Council is dedicated to fostering a diverse and inclusive workplace aligned with the Treaty of Waitangi principles and values inclusiveness, respecting all perspectives and talents.

Note that recruitment is conducted directly by the Council; candidates should be cautious of any unsolicited agency contact as the Council does not pay commissions to external recruiters.