Customer Service Officer

Role Overview

Join Napier City Council as a Customer Service Officer and be the welcoming face that supports our community. You will act as the primary contact for residents, ratepayers, and visitors, delivering timely, accurate, and professional assistance with enquiries, applications, bookings, payments, and complaint resolution. Your expertise will help guide people through council procedures and connect them with the appropriate services, ensuring every interaction is positive.

Key Responsibilities

• Provide accessible, professional, and efficient frontline support to customers.
• Efficiently and accurately handle applications, registrations, bookings, and payment transactions.
• Manage service requests while keeping information and systems up to date and reliable.
• Offer clear advice to customers navigating council services and direct them to relevant assistance.
• Contribute to enhancing systems and processes to improve customer experiences.

Candidate Profile

• Significant experience in customer service with confidence in managing diverse enquiries and situations.
• Excellent communication and interpersonal skills paired with a friendly, professional demeanor.
• Proficiency in Microsoft Office and familiarity with digital platforms, databases, and administrative tools.
• Ability to remain calm under pressure, multitask effectively, and maintain accuracy in a dynamic environment.
• A positive, proactive mindset focused on problem-solving and enhancing service delivery.

What We Provide

• Discounted health insurance and eye test subsidy programs.
• Retail discounts and support for study initiatives.
• Access to an Employee Assistance Program (OCP).
• Quarterly awards, birthday vouchers, and participation in a social club.
• Free annual flu vaccinations.
• Opportunities to engage in Ka Awatea Cultural Wānanga and NCC Kapa Haka.
• Te Reo Māori language classes for cultural enrichment.

Additional Details

This fixed-term role runs until July 2027, requiring 40 hours per week from Monday to Friday. Location is at the Customer Service Centre, Hastings St, Napier.

The annual remuneration package ranges from $62,055 to $69,355 including KiwiSaver, dependent on experience and skills.

Applications are reviewed on a rolling basis and recruitment may close upon securing a suitable candidate.

About Napier City Council

Napier City Council is an equal opportunity employer committed to diversity and inclusivity. Support and accommodations during the hiring process are available upon request.

The council maintains strong partnerships with Mana Whenua and Iwi, supported by its Māori Partnerships team Te Waka Rangapū, fostering cultural knowledge through education and training.

Employment will require pre-employment checks including drug testing; some positions may also need health screening. Staff may be called upon to assist in civil defence emergencies when necessary.