Senior Customer Experience Representativeat NZ Defence Force -
Mō te tūnga | About the RoleAs a Senior Customer Experience Representative (SCER), you play an important role within the Shared Services team supporting the Customer Experience Representatives (CERs) to deliver quality services across NZDF sites.These services include travel bookings, housing, and fleet management, all of which are essential to day
-to-day operations.You will help ensure work is completed efficiently and in line with NZDF policies, especially when handling more complex or escalated enquiries.Key responsibilities include:Managing and resolving escalated enquiriesSupporting and guiding CERs with day-to-day queriesSharing knowledge and helping improve team capabilityFollowing processes and ensuring compliance with policiesLooking for practical ways to improve how the team worksThis is a hands-on support role where you can make a real difference by helping your team succeed and ensuring customers receive a consistent, reliable service.Ngā pūkenga me ngā wheako | Skills and ExperienceOur ideal candidate is an experienced customer service specialist, bringing a proven track record within a large organisation.The key skills you will bring:A collaborative approach and the ability to build effective working relationships across diverse teamsStrong written and verbal communication skills, with the ability to clearly explain processes and outcomes to a range of audiencesExperience managing escalated enquiries, with a calm and solutions-focused approachA proactive mindset
- someone who identifies gaps and contributes to improving how services are deliveredAble to navigate competing priorities with confidenceStrong MS Office skills with SAP experience being an advantageThis is a role for someone who thrives in a fast-paced environment and takes pride in getting things right.
But that's just the beginning
- safeguard your loved ones with a fully funded life cover of up to $300,000 and critical illness protection.
Other benefits include discounted additional insurances, free will services and savings schemes for the Defence community.
Get expert financial guidance and mortgage broker services.Find all our benefits and more on the Force 4 Families website.NZDF champions diversity and inclusivity, valuing every member and fuelling their success.
We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence.
With an open door to all- irrespective of gender, ethnicity, ability, age, or family dynamics
- NZDF offers an empowering work environment.
Join us in shaping a brighter future, where everyone thrives.Me pēhea te tuku tono | How to ApplyApplications close on Friday 26 June 2026.Use the links on this page where you'll be directed to the Defence Careers website.Please Note:All applications must be made online, via the Defence Careers website.
Each listing contains the Position Description and a Contact Us option for any queries or technical issues.Your cover letter will be a key part of our selection process, so please highlight how your experience relates to the key activities outlined in the Advert and Position Description.Applicants will be required to undergo a pre-employment drug-screening test prior to any offer of employment being made.NZDF Employees/Members- please apply internally via the HR Toolkit; this will ensure that you are visible as an internal candidate.NZDF Contractors
- please apply via the Defence Careers website.NZDF Reserves
- please apply via the Defence Careers website if you cannot access the HR Toolkit.Please Note:To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria.
Here's what you need to know:Low Level Security ClearanceYou must be a New Zealand citizen or you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa.At minimum, you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa, and you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last five (5) years.You must have a five (5) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level.If you do not meet the minimum criteria, unfortunately, your application will not be accepted.
We do welcome your application at a time when you will meet the requirements.