Call Centre Operator | Burwood Hospital

• Christchurch – Burwood Health Campus – Community Dental Service
• Permanent Full-time position - 40 hours per week

Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

About the Role

We are seeking a friendly, customer-focused Contact Centre Operator to join our Community Dental Service team.

In this role, you will be the first point of contact for whānau, caregivers, Well Child providers and external agencies seeking information, advice and support to access dental care. You will respond to incoming calls, emails and other enquiries, helping people navigate services and ensuring they receive accurate, timely and appropriate information.

This is a busy, call centre-based role where your communication skills, attention to detail and commitment to providing a positive customer experience will make a real difference to children, whānau and the wider community.

As part of the Administration and Clerical Pay Equity Claim settlement this role has been mapped to National Band 2 /Profile 2

For further information about the administration and clerical pay equity settlement please follow the link below: 

PSA National Health Administration Collective Agreement - FINAL (tewhatuora.govt.nz)

Key Responsibilities

• Manage incoming and outgoing calls and email enquiries in a professional, friendly and timely manner.
• Listen carefully to callers, identify their needs and provide accurate information and support to access community dental services.
• Provide culturally appropriate, respectful and responsive support to whānau and caregivers from diverse backgrounds.
• Communicate clearly and effectively with people who may have English as a second language.
• Complete administrative tasks associated with the efficient operation of the Contact Centre.
• Use computer systems, booking platforms and online appointment applications accurately to record information and support service delivery.
• Work towards service objectives while maintaining high standards of customer service and accuracy.
• Contribute to continuous improvement initiatives that enhance the quality and efficiency of Contact Centre services.

About You

You will be an excellent communicator who enjoys helping people and can remain calm, professional and organised in a busy call centre environment. You will have the ability to quickly understand callers' needs, ask appropriate questions and provide clear, helpful information.

To be successful in this role, you will have:

• Demonstrated customer service experience, ideally in a call centre environment.
• Excellent listening, questioning and communication skills.
• A clear, friendly and professional telephone manner.
• Strong written English comprehension and writing skills.
• Good computer literacy and the ability to work accurately across multiple software systems.
• Strong organisational skills and the ability to manage competing priorities.
• A demonstrated ability to meet service targets and performance expectations.
• Experience putting Te Tiriti o Waitangi into practice and a commitment to culturally safe, equitable service delivery.

Desirable: Experience in a professional call centre environment and involvement in continuous quality improvement initiatives.

If you are passionate about customer service, enjoy working with people and want to make a positive difference in your community, we would love to hear from you.

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities. 

How to Apply

To apply please click “apply now.” All applications must be submitted through our online career’s portal.  If you have any questions about the role, please contact Kerri McCarthy at Kerri.McCarthy@TeWhatuOra.govt.nz

We will review applications as received and may proceed with the recruitment process, before the closing date of this advert

Position description Apply now

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