Debt Officer

Role overview

The Legal Aid Debt team works in a busy contact centre setting, handling incoming customer queries and assisting with debt recovery and resolution. As a Debt Officer, you will help customers resolve legal aid debt by dealing directly with them, applying legislation and policy carefully, and working toward outcomes that are fair and sustainable.

The position calls for confident communication, practical negotiation skills, and sound judgement. You will discuss repayment options, work with stakeholders where property security is needed, and make informed decisions on debt write-offs. A strong sense of accountability and the ability to contribute positively to a high-performing team are essential.

Key duties

• Handle incoming calls and emails in a courteous, clear, and professional way
• Use the relevant law and policy to understand each case and decide on the right course of action
• Explain obligations, procedures, and available options in plain language so customers can follow easily
• Work out repayment plans that are practical, fair, and manageable for the customer
• Organise your workload well so you can meet service expectations while managing multiple priorities
• Stay composed and professional when dealing with difficult conversations or demanding situations
• Partner with internal and external parties, including legal representatives, tribunals, and other government agencies
• Contribute to decisions around securing debt against property and assessing debt write-offs where appropriate

Skills and experience

Success in this role depends on being able to communicate well, work independently, and take ownership of decisions. You should be comfortable learning and applying policy and legislation, and capable of handling pressure with good judgement.

• Strong verbal and written communication skills with the ability to connect with a diverse range of customers
• Confidence in explaining complex information in a way that suits the listener
• Resilience and calm judgement when handling heavy workloads or challenging interactions
• Good decision-making ability, with a willingness to learn and apply legal and policy frameworks
• Strong organisation and record-keeping skills, including managing competing priorities
• The ability to work on your own while also contributing well to a team
• A proactive mindset, including asking questions, spotting issues, and looking for better ways of working
• Comfort using digital systems and standard office software

Eligibility

A relevant tertiary qualification is preferred, but equivalent knowledge, skills, and experience will also be considered. Candidates who do not match every point in the profile are still encouraged to apply if they can show the right capabilities. Applicants must have the legal right to work in New Zealand.

About the employer

Te Tāhū o te Ture, the Ministry of Justice, is focused on strengthening trust in the law of Aotearoa New Zealand. The organisation promotes a supportive, collaborative, and outcomes-focused culture, and aims to provide an inclusive workplace where people of all gender identities, ages, ethnicities, sexual orientations, disabilities, and religions can thrive.

Benefits

• 4.4 weeks of annual leave
• Flexible working hours where operationally possible
• Access to an online learning and development portal
• Connection to a range of inclusive and proactive employee networks
• Opportunity to build broad skills and career experience across a wide range of roles

Compensation

The salary range for this position is NZD 60,729 to NZD 80,794, depending on skills and experience.

Application details

To apply, submit a CV and cover letter through the employer's careers website. Applications close on Sunday 28 June and will be reviewed as they are received, so suitable candidates may be contacted before the closing date. For questions, contact recruitment@justice.govt.nz.

Why this role stands out

This position offers a strong entry point into public sector work, with exposure to real decision-making and the chance to build transferable skills in communication, judgement, and service delivery. You will be supported by a knowledgeable national team while also being trusted with real responsibility and meaningful outcomes.