Contact Service Advisor

Why join us?

• Make a Difference: Contribute to the development of Palmerston North City while enjoying a fulfilling career that positively impacts our community
• Professional Growth: Elevate your career through a range of Learning and Development opportunities at Palmerston North City Council.
• Benefits: We do more than just pay you a salary too. We have awesome benefits to support you including 5 weeks annual leave.

About the role

As a Customer Service Advisor, you’ll be part of our dedicated after-hours team operating within our 24/7 Contact Centre. You’ll assist customers from Palmerston North and 45 councils around New Zealand, handling urgent and time-sensitive enquiries with professionalism and empathy.

This part-time role (32 hours per week) follows a consistent overnight schedule from 10:00pm to 6:30am, ideal for someone who enjoys night-shift work, thrives in a calm and focused environment, and takes pride in providing exceptional service.

Your key focus areas will include:

• Supporting customers across multiple channels: Phone, email, webchat, and social media — offering accurate, timely, and tailored solutions.
• Responding to real-time needs: Understanding each customer’s situation and resolving issues at first contact wherever possible.
• Maintaining high standards: Following agreed quality and admin processes, ensuring accuracy and confidentiality at all times.
• Adding value: Offering relevant information about Council services and processes to help customers navigate their queries.
• Minimising wait times: Helping manage queues and ensuring a responsive, efficient after-hours service.
• Collaborating with the wider Contact Centre team: Supporting Front of House or i-SITE tasks if required, and contributing to a positive team culture.

About you

You’re calm under pressure, confident communicating with a wide range of people, and motivated by helping others - especially when they need support outside normal business hours. You enjoy variety, problem-solving, and are comfortable independently managing your time during quieter periods.

You’ll bring:

• At least 2 years’ experience in a customer service role (Contact Centre experience an advantage).
• Strong communication skills across phone, email, chat and social media.
• Great computer navigation skills and confidence learning new digital tools.
• The ability to manage complex enquiries and de-escalate challenging situations.
• Excellent time-management skills and the ability to stay organised and focused during night shifts.
• Integrity and professionalism when handling confidential information.
• Understanding of Council services or regulatory functions (or willingness to learn).

About us

Palmerston North (or as we like to call it, Palmy) is a growing, innovative and exciting city. With small city benefits and big city ambition, Palmy has secured its place on the map as a creative and exciting city, with leading innovation and developments! We’re proud to be a city that includes, supports, connects and uses the talents of the whole community in our pursuit to provide a connected and safe community. We’re also a future-focused city who cares about enhancing our natural and built environment. Our future looks bright, it looks vibrant and progressive.

What we offer:

• Competitive salary between $60,671 and $77,197 (pro-rata) plus a 3% Kiwisaver employer contribution (where eligible)
• 5 weeks annual leave and a community service day
• Long service leave after qualifying periods
• Paid parental leave benefits
• Supportive work environment that values work-life balance
• Annual flu vaccinations and subsidised health and eye checks
• Study leave, professional memberships, and fees support
• The opportunity to make a real difference in the future of a vibrant, growing city

Applications close: 11.00 pm, Monday 8 December 2025

We are an Equal Employment Opportunity Employer and welcome applications from all those suitably qualified for this position.

Job Profile