Are you passionate about making a positive impact on the economic and social wellbeing of New Zealand Aotearoa? As a Customer Service Officer at Inland Revenue (IR), you’ll play a key role in delivering exceptional service and supporting long-term compliance. 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 Taake
Inland 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 Napier, you’ll be part of a dynamic frontline team. Our work goes beyond tax – 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:
- Communicate clearly and effectively
- Solve problems with confidence and care
- Show empathy and understanding
- Adapt to different situations and people
- Collaborate well in a team environment
- Are comfortable using digital tools and systems
- Pay attention to detail
- Have experience in customer service or contact centres
- Have an interest or experience in debt recovery or financial hardship support (a plus) Have experience in making outbound calls to negotiate debt collection and confidence in assessing financial positions
What’s in it for You? | He aha ngā painga mōu?
At IR, we support your wellbeing and work-life balance. You’ll benefit from:
- Ongoing training and development
- Generous leave entitlements (annual, sick, parental)
- A supportive, inclusive workplace culture
- Financial wellbeing support, including payroll giving and KiwiSaver contributions
This is a full-time role of 75 hours and 50 minutes per fortnight, worked between 8:00am and 6:15pm, Monday to Friday, with scheduled shifts based on business needs. The salary for this position is $60,385 per annum.
How to Apply | Me Pēhea te Tuku Tono
Ready to make a difference? Apply online and attach your CV
Our recruitment process includes a short video interview, cognitive test, face to face interview and reference checking.
Please note that we will review applications as they come in and may close the advert once we have received a sufficient number of suitable applications. We encourage interested candidates to apply as soon as possible.
For specific queries, email CCSCareers@ird.govt.nz and one of our team members will be in touch.
Please note that Inland Revenue is not an Accredited Employer with Immigration New Zealand and can therefore only consider applications from New Zealand Citizens or current visa holders.
Cultural Commitment | Te Tautoko Ahurea
At IR, we work together to make a meaningful difference for all New Zealanders. We honour Te Tiriti o Waitangi and uphold the principles of democracy, equity, and service. Our values guide us in creating a workplace where everyone feels respected, supported, and empowered to thrive.