Ko mātou tēnei | This is Us

We believe that everyone should be able to actively contribute to their community and thrive. Our team of over 900 stretches from Taupō to Whangārei, providing access to critical health and social services. We are renowned for our core services: Enliven, Family Works, Lifeline and Shine.

Everything we do is informed by our purpose to enable our clients to have a better life, and our values of Hope, Trust & Integrity, Compassion, Partnership and Tangata Whenua.

Te Kowhiringa | The Opportunity

We have an exciting opportunity for a Customer Care Trainer to join Enliven and play a key role in building the capability of our Customer Care teams to deliver outstanding customer service.

Reporting to Customer Care Manager, you will select and deliver engaging, effective training that supports high-quality customer interactions across Enliven. You will develop and facilitate induction, refresher and targeted training programmes that strengthen communication, empathy, professionalism and confidence when managing complex or difficult conversations.

A key focus of the role is supporting learning and capability development related to Enliven’s Client Management System, including inductions, system updates, process changes and refresher training. All training delivered will reflect adult learning principles, Enliven’s expected practices and Presbyterian Support Northern’s values.

Working closely with Enliven managers, Learning and Development, and internal and external stakeholders, you will contribute to continuous improvement in customer experience, service quality and cultural responsiveness across the organisation.

This role is 30 hours per week and can be worked across four or five days, between Monday and Friday.

Ngā pūkenga kei a koe | Your Skills and Experience

Essential

• Proven experience selecting and delivering customer service and communication training, ideally within a phone-based or call-centre environment

• Experience working with a variety of client management systems

Preferred

• Qualification in Adult Education, Training and Development, or a related discipline

Skills and Experience

• Excellent facilitation and coaching skills, with the ability to engage and influence adult learners from diverse backgrounds

• Strong interpersonal and communication skills (verbal, written and digital)

• Demonstrated empathy, patience and commitment to high-quality customer service

• Ability to manage competing priorities and work both independently and collaboratively

• Confidence using digital learning platforms and Microsoft 365 tools

• Experience working within culturally diverse environments and a commitment to inclusive practice

Ngā āhuatanga hirahira o te mahi nei | Highlights of Working with Us

We are committed to creating a diverse workplace where you can look forward to feeling included and valued for your contribution. Examples of our commitment include being a dementia-friendly organisation, a DVFREE Tick Accredited employer, a member of Te Uru Tāngata – Centre for Workplace Inclusion, and a member of the Pride Pledge.

Our people are critical to our success. As part of our team, you will have access to:

• Counselling and support through our Employee Assistance programmes

• Wellbeing support and resources for you and your whānau

• Discounts on a range of services and products through our BOOST programme

• A reward each time you successfully refer a friend or family member to work for PSN

• Formal recognition for long service from five years onwards

• KiwiSaver contributions in addition to your base salary

• The option to purchase up to 10 additional days of annual leave each year

E hika mā, tono mai! (What are you waiting for?) Join our team and be part of the solution!

To check out our Careers page, please copy and paste https://careers.psn.org.nz/ into your browser to learn more about us and other exciting opportunities.