Based at PNHQ
Band E
Employee
Permanent Full Time
Local Advertised Vacancy (Open to applicants within Wellington District only)
JR 5433786
E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā.
Stand at the stern of the canoe and feel the spray of the future biting at your face
Mō te tūnga | About the role
The Police Infringement Bureau (PIB) is responsible for managing Police issued infringement notices, including providing advice and guidance to customers regarding infringement notices.
As a Senior Customer Support Officer at the Police Infringement Bureau, you will provide high-quality assistance and support to customers by addressing enquiries and resolving complex issues.
You will contribute to the technical performance and development of the customer support teams, ensuring a positive customer experience through effective communication and support. Additionally, you will mentor team members and foster continuous improvement initiatives to enhance overall service delivery and customer satisfaction.
Key Accountabilities:
Customer Service: Apply first call resolution, facilitate payments and refunds, and provide reliable and accurate information.
Quality Assurance: Foster continuous improvement initiatives and make recommendations for service enhancements.
Operational Support: Track service delivery outcomes, maintain accurate records, and support the management of PIB.
Complex Issue Resolution: Serve as the primary point of escalation for technical queries and manage complex issues effectively .
He aha taau e kawe mai | What you’ll bring
Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.
Customer Focus: Strong understanding of customer service principles with a commitment to delivering exceptional service.
Communication Skills: Excellent verbal and written communication skills to effectively convey information and resolve issues.
Problem-Solving: Demonstrated ability to resolve complex issues and provide expert guidance.
Leadership: Experience in mentoring and developing team members to enhance their skills and confidence.
This role is Individual Contributor/Emerging Leader level. You can refer to Indicators for Success for further information on the requirements
To view the position description for this role please copy and paste this link into a new browser:
https://www.police.govt.nz/sites/default/files/pd/07-2025/senior_customer_support_officer_-_pib.pdf
Mo tātou | About us
New Zealand Police is the lead agency responsible for preventing crime and enhancing community safety. It works in partnership with individuals, communities, businesses, and other public sector agencies towards the vision of making New Zealand the safest country. Police is the government’s largest front-line response agency with around 15,000 staff in large and small communities all over New Zealand and in liaison and policing development roles overseas.
Your development is highly valued at NZ Police. Our employees enjoy significant investment in their development not only at an individual level, but also at the team and community practice level. We work hard to match you with work that will both play to your strengths and challenge you in new ways.
The work you’ll be engaged in is real, tangible work that directly benefits our frontline and communities. Taken all together, this means we can offer you career path opportunities to progress in your chosen profession and become a more well-rounded, experienced leader, with opportunities across the range of work we support.
To view more detailed information about our recruitment process along with further details about requirements please click below link:
Applicant Information Pack (External)
Tono ināianei | Apply now
If this position sounds like you, click apply now and submit a tailored CV. You will be required to submit an application form. Before confirmation of hire, pre-employment checks will be undertaken which include reference, drug and alcohol testing and police vetting prior to any written offer being made.
For further information on the application process, please copy and paste this URL: https://www.police.govt.nz/careers
All applications must be submitted online and will not be accepted directly via email. All applicants must have the right to work in New Zealand.
Utu ā-tau | Salary
This position is covered by a collective agreement and salary will commence between $75,495 and $78,910 dependent on skills and experience relevant to the role.
If you are an internal applicant, you must apply internally through the police system. You must provide an alternative contact email address and state your future commitments should you be successful in the next stage of the recruitment process.
Please note: Deadline for applications is 5:00 pm on Wednesday 3 rd September 2025. Applications may be reviewed prior to the close date as well as contact made with candidates.
If you have any questions about this vacancy, please contact [email protected]
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