Client Services Advisor - Auckland Immigration Contact Centre

Date:  24-Jan-2023

Auckland, NZ, 1010

Discover a career with purpose at MBIE


Customer Service – Contact Centre


  • Central Auckland location. F/T Regular hours between 8 am – 10 pm (Mon - Fri) 
  • Provide essential phone support to people regarding their immigration questions
  • MBIE offers the potential to work from home up to 40% of the time after training.


Salary: $56,425 per annum

Tēnei tūranga -

About the role:


Are you great with customer service and enjoy interacting with people from all walks of life via phone and email? Are you wanting to help grow Aotearoa for all? Are you interested in career progression and self-improvement? If so, becoming a Client Service Advisor with us is a brilliant starting point.

Being a Client Services Advisor (CSA) in the Te Whakatairanga Immigration Contact Centre (ICC), you will gain invaluable insights into MBIE, you'll build relationships within the organisation, have the opportunity for growth and development while being well supported by an experienced leadership team.  

ICC takes inbound calls and emails from our internal, external, and global customers. As part of the ICC team you will provide valuable information and guidance to people who wish to visit, study, work or live lawfully in Aotearoa. 


To be successful in this role, you will need a passion for learning, a positive, pro-active approach to work, be resilient and have proven experience in a customer service environment. 



This is a permanent, full-time role (37.5 hrs per week) working Monday to Friday between 8 am and 10 pm. There is an initial paid training period of 3 – 4 weeks onsite in the Auckland office between 8 am – 6 pm Monday to Friday. Preference will be given to those who can commit to late shifts, eg a 10 am start onwards. 


The starting salary for our Client Services Advisors $56,425.  Thanks to our progression framework, if you like self-development and achieving goals there is the ability to move quickly through our salary steps.

Within 12 to 18 months you could be on $66,630 with the ability to move to a Senior Client Service Advisor role and earn up to $73,364.

Ngā pukenga me ngā wheako e hiahiatia ana -

Skills and experience required:


Our Client Service Advisors will be able to:

  • Demonstrate strong computer skills as well as exemplary verbal and written communication skills to create a great customer experience.
  • Listen to what people need, analyse information quickly and give brief, comprehensive and correct information for the issue at hand.
  • Handle stressful and emotionally difficult situations with a level head and sensitive approach.
  • Communicate and build rapport with a diverse variety of people and cultures.
  • Be agile working in a fast-paced, exciting, and fluid environment with the ability to learn and understand technical information quickly.


Applicants must be New Zealand citizens or hold a New Zealand Permanent Residency Visa.

What we can offer:

  • A supportive, collaborative and inclusive work culture working in modern, open plan and earthquake-safe contact centre offices with height adjustable desks for health benefits and comfort.
  • A diverse role with opportunity to grow your knowledge, experience and understanding of New Zealand matters and it’s current climate, with ongoing training, support and coaching to enable your success and professional development.
  • Consistent progression, along with steady salary increases if you choose to develop your career 
  • The satisfaction of knowing that you are providing an essential service and helping “Grow Aotearoa for All”, every day.
  • The potential to work from home up to 40% of your time, once you are trained, capable and confident.

Staff benefits:

  • Discounts on gym memberships.
  • Reduced health insurance premiums.
  • E-bike discount scheme.
  • Free flu vaccinations.


This is a great opportunity to start your career in government. Learning about the many aspects of the Ministry of Business, Innovation & Employment will open numerous career paths to you with one of New Zealand's largest employers. 

Ētahi kōrero mō MBIE -

About MBIE:

MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.

  • Mahi Tahi – Better Together
  • Māia – Bold and brave
  • Pae Kahurangi – Build our Future
  • Pono Me Te Tika – Own It

Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.

Me pēhea te tono -

How to apply:

Click here to view a position description. All applications must be submitted via our online process.  Email Ruth Greening at quoting ref MBIE/9987 if you have any further questions.


Applications close on Wednesday 1 February 2023.