Job description

Job descriptionJob TitleCustomer Services OfficerBranchCustomer Services OperationsBusiness GroupService Delivery & OperationsReporting toTeam Leader Customer ServicesLocationAuckland, Christchurch, Manukau, WellingtonSalary Range $37,773- $51,104 (85% -115%)Purpose• To provide, in a predominantly face-to-face environment, high quality advice, services andinformation to the Department’s customers• To check and receive completed applications, including the receipting of associated feesand entering information into the appropriate Departmental computer systems.Key TasksCustomer Service• Provides helpful, accurate and timely information on the Departments products andservices, timeframes, fees and procedures• Provides frontline reception duties and queue management• Resolves potential barriers and constraints to achieve results, while working within relevantlegislation, policy and level of delegated authority• Adapts communication to suit the individual needs and, where necessary, uses theLanguage Line telephone interpreting service• Provides professional and courteous services regardless of circumstances• Manages threatening behaviour confidently and appropriately, in accordance with healthand safety policy and procedures• Takes Statutory Declarations fully and correctly in relation to BDM, Passport andCitizenship applications• Accurately interprets information available through the Departmental computer systems• Produces birth, death, marriage and civil union certificates within policy guidelines and levelof delegation• Is fully conversant with the following Acts and their associated policy guidelines:o Births, Deaths and Marriages Registration Act 1995o Marriage Act 1955o Civil Union Act 2004o Passport Act 1992o Citizenship Act 1977o Citizenship Act (Western Samoa) 1982o Privacy Act 1993o Official Information Act 1982o Oaths and Declarations Act 1957o Protected Disclosures Act 2000• Contributes to the issuance of Igovt identifications by performs Identity Verification ServicetasksMay 2012 1

Provide revenue receipting services• Charges customers correct fees• Enters payment into appropriate system, validates application forms and provides receiptsto customers• Handles cash payments in accordance with Departmental policy and procedures• Completes daily banking in accordance with Departmental policies and procedures• Records changes to service levels and processes any required payments or initiatesrefundsProvide administrative services• Processes and distributes inward mail• Dispatches certificates, travel documents and other correspondence• Produces reports, as required• Files/archives documents in accordance with policies and proceduresPassport application pre-enrolment and enrolment• Checks passport applications, verifying handwriting and supporting documentation forauthenticity and completes “office use only” fields• Scans passport applications, repairing, optimising and accepting data in accordance withstandards and procedures• Maintains equipment and logs maintenance activitiesBirths Deaths and Marriages• Completes notices of Intended Marriage or Civil Union correctly prior to taking StatutoryDeclaration• Produces Marriage and Civil Union Licenses• Updates the New Zealand Gazette (Marriage and Civil Union Celebrants)• Conducts marriage and civil union celebrant interviews, as required• Performs marriage and civil union ceremonies• Maintains the integrity of registration by investigating requests for corrections to thepermanent records and confirming those requests, where appropriate• Monitors order tracking system and identifies applications about to exceed agreedtimeframes• Collates and reports certificate error statistics, providing feedback to certificate approvers• Participates in the on call roster for urgent BDM services, as requiredContribute to Team and Business unit achievements• Establishes and maintains positive working relationships and constructive communicationwith others within own team and all Identity Services so that clients receive the mosteffective and efficient service• Maintains up to date knowledge of business procedures and the operating environment• Responds quickly to changes in job demands and ensures that new processes runsmoothly• Provides support and assistance to colleagues as required• Provides a strong role model in the area of conduct and integrity standardsInformation Management• Contributes to the maintenance operating procedures and processes to reflect the currentpolicy and/or legislation• Ensures accurate data entry and data maintenance within Departmental systems anddatabasesContribute to Continuous Business Improvement• Delivers the highest quality products and services that meet the needs and requirements ofinternal and external customersMay 2012 2

• Uses technology to improve quality• Supports and actively participates in adopting continuous business improvementmethodologies• Identifies business process improvement opportunities and works with management toimplement improvements on the jobHealth & Safety (for self)• Takes personal responsibility for keeping self free from harm• Follows safe working procedures• Reports incidents promptly• Reports hazards promptly and suggests appropriate remedies• Knows what to do in the event of an emergency• Co-operates in implementing rehabilitation plansKey RelationshipsInternal• Other Service Delivery & Operations staff• Service Delivery & Operations management and team leaders• Other DIA StaffExternal• Service Delivery & Operations customers, the general public and their agents• Community organisations• Other government departments and local authorities• Security and banking institutions• Couriers and mail providersDelegationsStatutory delegations in accordance with the Births, Deaths and Marriages Registration Act 1995and Oaths and Declarations Act (refer appropriate authorised delegations)Person Specification• New Zealand Citizenship• Ability to attain and maintain a satisfactory security clearance• Experience handling cash and an understanding of cash management systems• Experience providing face to face service to a diverse range or customersCompetenciesCompetencies are behaviours that drive job success. They are observable and measurablecharacteristics that can be seen when a job is being done well.With the exception of Achieves Effectiveness for Māori, the competencies listed below are derivedfrom the Competency Sort Cards developed and copyrighted by Lominger Limited, Inc. No part ofthe Lominger competencies may be used, reproduced or transmitted in any form or by any means,by or to any party outside of The Department of Internal Affairs.May 2012 3

The competencies required for this job profile are listed below. Each competency falls within acompetency cluster, which are broad themes of skills, behaviours and abilities.All job profiles must comprise both Department-wide competencies and role-specific competencies.Competency Cluster DIA Competency Job specific CompetencyIntegrityIntegrity and TrustEthics and ValuesIntelligenceLearning on the Fly Timely Decision MakingDecision QualityEmotional MaturitySelf KnowledgeComposureCustomer FocusTalent to ExecuteFunctional Technical SkillsTime ManagementPositive Energy Perseverance Action OrientatedEdgeManaging Diverse RelationshipsInterpersonal Savvy ListeningPeer RelationshipManaging ComplexityAchieves Effectiveness for MāoriEffectiveness for Māori*With the exception of Achieves Effectiveness for Māori, the competencies DIA uses are derived from the Competency SortCards developed and copyrighted by Lominger Limited, Inc. No part of the Lominger competencies may be used, reproduced ortransmitted in any form or by any means, by or to any party outside of The Department of Internal Affairs.**Competency descriptors can be found on the DIA intranet (1840) or by contacting your hiring manager.May 2012 4