Customer Service Officer

About the role

The Customer Service Officer is the first point of contact for residents, ratepayers and visitors to Napier City Council. You will provide professional, accurate and timely assistance across enquiries, applications, bookings, payments and complaints, ensuring every interaction is positive.

Key responsibilities

• Deliver approachable, professional frontline service to all customers.
• Accurately process applications, registrations, bookings and payments.
• Respond to service requests, keeping information and systems up‑to‑date.
• Provide clear guidance to customers navigating Council services and direct them to the appropriate support.
• Contribute to the improvement of systems and processes to enhance the overall customer experience.

Required profile

• Extensive customer service experience handling a wide range of enquiries.
• Strong communicator with excellent interpersonal skills and a warm, professional manner.
• Calm under pressure, able to juggle priorities while maintaining accuracy.
• Positive, proactive and solutions‑focused with genuine enthusiasm for helping people.

Required skills

• Proficiency in Microsoft Office.
• Comfortable using digital systems, databases and other administrative tools.

What we offer

• Discounted health insurance and eye‑test subsidy.
• Retailer discounts, study assistance and employee assistance programme.
• Quarterly values awards, birthday vouchers and a social club.
• Free annual flu vaccinations.
• Cultural programmes including Ka Awatea Wānanga, NCC Kapa Haka and Te Reo Māori classes.