Customer Service Officer L1 - Āpiha Ratonga Kiritaki - Hamiltonat Inland Revenue Te Tari Taake -
About the role
- Mō te TūrangaAre you passionate about making a positive impact on the economic and social wellbeing of New Zealand Aotearoa?
You'll engage with a wide range of customers, using your communication and problem-solving skills to enhance their experience and help resolve their queries.
This role also includes responsibilities in debt recovery, where you'll assist customers in managing outstanding obligations and finding sustainable solutions.About Inland Revenue
- Mō te Tari TaakeInland Revenue is the backbone of New Zealand's revenue system, collecting the funds that support essential services and programmes Through a focus on excellent service and fair compliance, our work supports the country's economic strength and social wellbeing.What's the role?
- He aha te mahi?As a Customer Service Officer based in Hamilton, you'll be part of a dynamic frontline team.
- we help fund and deliver services that support people across Aotearoa.
This role is about more than numbers; it's about people.
You'll be the first point of contact for a diverse range of customers, helping them understand their obligations and get things right from the start.In this role, you'll take the time to understand each customer's unique situation and use your judgement to help them achieve the best outcomes.
A key part of your role will involve working with customers who have overdue accounts, guiding them through repayment options, and taking fair and empathetic steps to recover outstanding debts.We support customers across six different service areas, each with its own unique mix of communication channels.
Some teams operate as fast-paced phone contact centres, while others focus more on email and online messaging.By applying, you're expressing interest in all areas of our customer service network.
Placement will be based on where your skills are most needed, ensuring you can contribute effectively from day one.Who we're looking for
- Ko wai mātou e kimi nei?We welcome applications from people of all backgrounds and experiences and are looking for individuals who bring the following:Communicate clearly and effectivelySolve problems with confidence and careShow empathy and understandingAdapt to different situations and peopleCollaborate well in a team environmentComfortable using digital tools and systemsPay attention to detailExperience in customer service or contact centresAn interest or experience in debt recovery or financial hardship support (a plus)Experience in making outbound calls to negotiate debt collection and confidence in assessing financial positionsWhat's in it for you?
You'll benefit from the following: Ongoing training and developmentGenerous leave entitlements (annual, sick, parental)A supportive, inclusive workplace cultureFinancial wellbeing support, including payroll giving and KiwiSaver contributionsThis is a full-time role of 75 hours and 50 minutes per fortnight, worked between 8am and 6:15pm, Monday to Friday, with scheduled shifts based on business needs.
The salary for this position is $60,385 per annum with a start date from Monday, 9 March 2026.How to apply- Me Pēhea te Tuku TonoReady to make a difference?Apply online and attach your CV and for questions, please email CCSCareers@ird.govt.nz and one of our team members will be in touch.Applications close at 9am on Monday, 19 January 2026.Important note: Our recruitment process includes a short video interview, cognitive test, face-to-face interview, and reference checks.Cultural Commitment
- Te Tautoko AhureaAt IR, we work together to make a meaningful difference for all New Zealanders.
Our values guide us in creating a workplace where everyone feels respected, supported, and empowered to thrive.