Be part of our Alexandra-based Customer Experience team, providing a welcoming first point of contact and connecting our community with Council services
Are you passionate about your community and love helping people? We are looking for an approachable, efficient, and digitally savvy individual to join our Community Experience team as a full-time Customer Experience Representative based in our Alexandra Service Centre.
Job Description - Customer Experience Representative
About Our Organisation
Here at Central Otago District Council, we are a team with a common goal – to make a meaningful impact on our community and shaping the future of this remarkable region. Joining CODC means more than just finding a new workplace; it’s about becoming a part of a network of forward-thinking individuals who are passionate about creating a positive and enjoyable work environment every day.
As a values-based organisation, we centre our work on our whakataukī: ‘Me manaaki tētahi ki tētahi, me pakihiwitahi te tū – kia haere tahi ai tātou’ - Respect each other, stand shoulder to shoulder – So that we may travel on this journey together.
About the Role
As the primary touchpoint for the Customer Experience team, this role acts as the welcoming "front door" for the community. The focus is on delivering a customer-centric experience by resolving high-volume inquiries at first contact, empowering the community through digital enablement, and expertly triaging, categorising, and assigning more complex requests to the correct departments. This role champions a collaborative "One Team" mindset, working constructively alongside internal departments to build strong working relationships and support the wider organisation in achieving positive experiences for the community.
Your Working Hours
4 days per week 8.15 am to 5pm.
Key Responsibilities
- Serve as an approachable, empathetic first point of contact for face-to-face, phone, and digital interactions.
- Actively support the community's digital transition by coaching customers on how to complete council business online.
- Utilise active listening to efficiently resolve high-volume inquiries (including rating, debtor, and general community queries).
- Accurately triage and categorise complex requests to ensure they are directed to the correct internal teams without delay.
- Adopt a "customer-first" and problem-solving mindset, aligning with our values:
Be Respectful, Work Together, Be Courageous.
- Undertake any other duties, tasks, or projects as and when required to support the broader operational needs of the Council.
About You
To be successful in this role, you will bring:
- Proven experience in customer service and frontline resolution.
- A high level of digital literacy with the ability to confidently navigate multiple software systems simultaneously.
- Patience and the ability to confidently coach people with varying levels of computer skills.
- Strong listening and questioning skills to quickly grasp customer needs.
- A positive, friendly, and pleasant attitude, combined with honesty and integrity.
- Experience in Local Government is an advantage, but not essential.
Benefits
- Dog friendly workplace
- An active social club
- Learning and development opportunities
- Supportive team culture
- Wellbeing programme
- Additional leave
How to Apply
Ready to jump in? We’d love to meet you. Send us your resume and a short cover letter telling us why this role feels right for you. We’re reviewing applications as they come in, so don’t wait — take the next step today.
To apply please click apply now. All applications must be submitted through our online careers portal.
- Applications close: 22/11/2026
- Any enquiries about this role please email: people@codc.govt.nz
