Advisor - Contact Centre, 27hrs per week

Tau ake rā te moana nei, e papaki kau ana ki te ākau tangata, kakenga waka ka mauru te tohu ki te arearenga o Mauao, he pou herenga mōu, he pou hononga mōu, kia herea ki te tika, kia herea ki te pono. Kia mau, kia ita, kia ū – haumi e, hui e, tāiki e!

Te Tūranga | About the role

As we have multiple vacancies available and the shifts are fixed, it’s important that you only apply for the role if these specific days and times work for you.

• 27 hours per week – Monday and Tuesday 4.45pm – 11.15pm, Saturday and Sunday 8.30am – 4.30pm

Our Contact Centre operates 24 hours, 7 days a week.  You’ll be the first point of contact for a wide range of enquiries from our community. No two days are quite the same — you could be helping someone understand a council service, logging a request, responding to an email, answering a social media enquiry, or talking someone through what happens next.

This is a role where you’ll build broad knowledge across many council services, so you’ll need to be curious, willing to learn, and comfortable working with information from different areas of the organisation. You won’t always have the answer straight away, but you’ll know how to listen carefully, ask the right questions, interpret what someone needs, and find the best way to help.

There is an initial training period prior to commencing regular hours for this role, training will be approx. 6 weeks, Monday-Friday 8am - 5pm.

Please note attendance to a weekly 1-hour meeting on a Wednesday at 8.00am or 4.00pm is required for this role.

Ngā Pukenga | What you’ll need to succeed

To succeed in this role, you’ll bring:

• Strong listening and communication skills, with the ability to ask good questions and understand what customers really need
• A calm, composed and professional approach, especially when responding to complex or sensitive enquiries
• A genuine customer focus and willingness to help people find the right information or service
• The ability to interpret queries, follow processes, and use good judgement when deciding what action is needed
• Confidence using systems, learning new information, and working across a wide range of council services
• Good attention to detail when recording information, updating requests, or passing enquiries on to the right team
• A positive team approach and willingness to keep learning as council services, processes and community needs change

Tō Tātou Kaunihera | About Tauranga City Council

Tauranga City Council is one of Tauranga’s largest employers, and we are always looking to attract great talent to join our driven, passionate, and community-focused teams.

Our Contact Centre is a trusted 24/7 hub for community enquiries, known for its responsive customer service and broad council knowledge. The team supports Tauranga communities as well as providing after-hours call centre services for other local authorities.

Joining our Contact Centre means being part of a high-performing team, with different roster patterns to suit your situation, five weeks’ leave, opportunities to pick up extra shifts when available, and access to ongoing development. We are committed to creating a workplace where people feel valued, supported, and encouraged to grow.

You can find out more about working at Tauranga City Council here.

Te Tukanga | How to apply

If you’d like to be part of our Contact Centre team, apply today.

To submit your application, please apply online, as we are unable to accept applications via email.

Applications will close Sunday 6th September

We’re committed to building a diverse team that reflects the communities we serve. We welcome applications from people of all backgrounds, including those living with disabilities.
If you need any support or adjustments to take part in our recruitment process, please contact our Talent Acquisition team at recruitment@tauranga.govt.nz

• You must have the legal right to live and work in New Zealand to apply for this role.
• Tauranga City Council does not accept unsolicited contact or applications from recruitment agencies. We will not pay fees or commissions related to unsolicited contact.

Job Description: Advisor - Contact Centre, 27hrs per week