Where you’ll be working: Customer Service Centre – Information Services

The details: Permanent Full-time - 40 Hours per week (1.0 FTE)

 

Te whiwhinga mahi | The Opportunity

Are you ready for a new opportunity and want to be challenged? Do you enjoy working in a fast paced team environment, would like to be a part of the IS team and are you passionate about customer service? 

 

Responsibilities of the role:

• Will assist customers and staff via the telephone, carry out functions of patient enquiries, and assist hospital staff in emergencies.

• Will provide a single point of contact for the support of application and system software, hardware and the desktop environment, via the Service Desk.

• Has a service oriented approach to problem solving (essential), as well as the ability to work closely with our customers and other IS teams. 

• Be outcome focussed, recommend and develop customer-focussed improvements, and drive delivery of our SLA objectives

• Along with being a role model, your role is instrumental in assisting with managing the daily operations of the service, and in coaching and growing the wider team.

 

Click here to view the position description.

(Please note position descriptions can only be viewed on the Te Whatu Ora - Waikato website.)

 

Mō tātou Ratonga | About our Service

Joining Te Whatu Ora, Waikato is the most appropriate move you can make. You will be supporting better healthcare, which is our focus, and it is a truly satisfying one. You will be required to champion our cause and ensure our people; practices and place in our community are aligned for the greater good. We are undergoing an exciting period of transformational change and looking for a positive, collaborative customer contact administrators to drive customer service, focus on customer outcomes while delivering IT excellence.

 

Mōu | About you

Required skills & experience you will need to be considered for this role:

• You must be eligible to work in New Zealand

• Be able to work shifts over a 24 hour, 7 day a week period (could possibly include weekend work)

• A self-starter with a “can do” positive attitude and initiative with a strong focus on customer experience and outcomes

• Previous experience in a call centre and/or have an understanding of a customer service / call centre / telephonist role, with an understanding in cultural and privacy sensitivity

• Have time management skills, organised, can prioritise workload and have the ability to work under pressure in emergency situations

• Computer literate, excellent written and oral communication skills and the ability to communicate effectively with people in all levels of the organisation

• Experience in troubleshooting and a working knowledge in computer support and IT equipment, phone/paging systems (e.g. TouchPoint/DURAsuite), with an understanding of Microsoft Office core applications

• A proven approach to technical problem solving

• A strong service improvement ethos

 

Ko wai mātou | Our Organisation

Te iwi Ngakaunui – People at Heart

• Whakamana – Give and earn respect

• Whakaronga – Listen to me; Talk to me

• Mauri Pai – Fair play

• Whakapakari – Growing the good

• Kotahitanga – Stronger together

 

It is not very often something happens that is big; like, really big. Big to the point that it will touch the lives of every single person in the country. That is what we are talking about here. The provision of Health in Aotearoa New Zealand, and how its run is about to change in a big way. 

 

Te Whatu Ora - Health New Zealand and Te Aka Whai Ora - Māori Health Authority will together shape the delivery of Health services in Aotearoa New Zealand for generations to come, and will form the core of a modern and integrated service looking after the needs of all our Whānau. 

 

We are dedicated to achieving health equity for Māori and other priority populations. We are a Crown entity and an active partner in Te Tiriti o Waitangi. Te Whatu Ora – Health New Zealand is guided by Te Tiriti o Waitangi and is committed to upholding the articles.

 

Here at Te Whatu Ora – Health New Zealand, Waikato we have a team of 8,000 working across the Waikato where everyone plays a vital role in the care of our patients – directly or non-directly. Our vision is Healthy People. Excellent Care.

 

We are a values-based and inclusive organisation that is committed to deliver the best health outcomes for our total population. Reflecting the population we serve is an important part of the care we deliver to the community. We strongly encourage applicants from all backgrounds with the necessary capability and who share our values to apply. We proactively develop pathways that maximise opportunity for Māori and encourage Māori to apply.

 

Me pēhea te tuku tono | How to apply

Please apply directly online, applications are not able to be accepted via email.

 

For any queries about the role please contact Rachael.Devey@waikatodhb.health.nz

 

Closing date: 31 May 2023

 

COVID-19:

A national Vaccination Policy which includes COVID19 is under development. In the interim, a Health and Safety Risk Assessment against the requirements of the role will apply to unvaccinated candidates and employees and appropriate risk mitigation (e.g. extra PPE, RAT testing) may be taken as a result. Please note that when a Vaccination Policy is introduced it will apply to this role and need to be supported.