Customer Service Representative
Permanent, Full-time (37.5 hours per week)
Wellington based
NZRC offers a total remuneration approach of $58,146 for this role, which comprises of base salary as well as employer contribution to KiwiSaver. While remuneration rates are set to reflect that we are a humanitarian not for profit organisation, we believe our employee leave provision and flexible working arrangements, provide a highly rewarding work experience.
About the role – Kōrero mō te tūranga
In this role, you will be a part of the primary contact centre team and the first point of contact for customers interested in the products New Zealand Red Cross offers. You will be required to answer and log incoming customer calls, provide first-call resolution to most enquiries and to escalate through to the best channels for all other requests.
This is a Monday to Friday role, with just the occasional weekend shift. You’ll be joining a small, caring team that really looks out for each other and enjoys a positive, friendly culture. We’re all about flexibility, so you’ll have the option to work in a hybrid way that fits your work/life balance.
We will be reviewing applications as they come in, so don’t delay! Interviews will take place during the week of 8 December 2025 with the successful candidate starting in January 2026.
In this role, we are looking for someone who has the capacity to:
- Answer inbound calls associated with a wide range of New Zealand Red Cross Services, aiming for first point of contact resolution or redirecting to the appropriate party.
- Reply to customer contact via email using the MS Outlook platform
- Support our Communications team by monitoring social media messages and comments
- Efficiently identify and escalate issues that cannot be resolved immediately to the appropriate person or team.
- Process first aid course bookings and other products/services using our CRM system.
- Process donations as required.
Who are we looking for? – Mā wai te mahi nei?
We encourage you to apply for this role if you have:
- Excellent communication, written and listening skills together with a keen attention to detail.
- A passion for customer service, with a bright and bubbly personality
- Basic geographical knowledge of New Zealand.
- Energy and commitment.
- The Ability to multi-task, set priorities and manage time effectively.
- A good level of computer literacy in the use of Microsoft Office Suite.
- Some experience in a call centre environment or similar would be beneficial.
About New Zealand Red Cross
New Zealand Red Cross is part of the world's largest humanitarian network, with over 10,000 members and employees dedicated to improving the lives of vulnerable people by mobilising the power of humanity and increasing community resilience.
Guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity and universality, we support people in times of need and help strengthen their resilience.
We are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.
Why work with us?
At New Zealand Red Cross, you’ll join a passionate and diverse team that values your contributions and shares your commitment to making a difference.
We are committed to represent the communities we serve, increasing diversity throughout our people and leadership, and creating a flexible and healthy work environment. Many roles offer flexible virtual/hybrid options to help our employees balance their personal and professional priorities.
Our benefits include:
- Five weeks annual leave
- Career development opportunities
- Annual flu vaccinations
- Discounts on Southern Cross health insurance
We also encourage employee networks, including Takatāpui and Rainbow Network, Rōpū Hāpai Māori and the Sustainability Network, to foster connection and collaboration across our diverse workforce.
Click below to download the job description and to apply for this position please click the 'Apply Now' button to be taken to the New Zealand Red Cross Careers page. If you are already viewing this via the New Zealand Red Cross Careers page, please click the active job description link below.
Please submit your application online, as we’re unable to accept direct applications. Your application must include the following documentation:
- A recent copy of CV/Resume
- Legal Right to Work In New Zealand
You must have the right to live and work in New Zealand to be considered for this job. Applications close at 05:00 pm on 10/12/2025
If you wish to discuss this opportunity or for further information, please contact Jeremy Poulter at jeremy.poulter@redcross.org.nz
Note: We reserve the right to close applications before the closing date, so please register your interest early.
Click here for the Job Description
