Published on:

February 24, 2022

About the Role

In this role you will be responsible for:

(1) Creating a positive and memorable client experience;

(2) Handling client cases to address issues and concerns, protect accounts and credentials, and build cyber resilience;

(3) Helping to resolve cases at the first point of contact;(4) Recording client stories to facilitate the production of reports and prevention material.

Benefits and Perks

IDCARE offers staff the opportunity to make a global difference locally at our Napier office. We are a young and vibrant organisation with a supporting culture and talent program. The nature of our work means we must keep abreast of the latest criminal methods and response requirements. Our talent and mentorship programs allow staff to feel empowered to grow and learn, without feeling overwhelmed. That's not to say employment with IDCARE is without its challenges - every day we are challenged. So if you're keen to learn, grow with our knowledge and needs, and be part of a very special team that makes a tangible difference every day we encourage you to apply.

Skills and experience

We need talented people, with proven skills in call centre or customer care environments who tick these boxes:

(1) Able to demonstrate strong verbal and written communication skills;

(2) An ability to demonstrate empathy and maintain a positive attitude in times of hardship and trauma;

(3) Able to think on your feet and critically analyse risk factors under pressure;

(4) An ability to think laterally, work with individuals from all backgrounds, and be part of a high performing team;

(5) Be familiar with technology and have the skills to explain it to the uninitiated;

(6) Staying abreast of current technology trends and online platforms;

(7) An ability to translate complex ideas and requirements in plain language;

(8) A demonstrated ability to handle personal and sensitive information; and

(9) Must have a children’s safety worker check, which includes a police background check (this will be facilitated if needed, but is a mandatory role requirement).

Application close: Friday 25th March at 11.55pm -Interviews will be held via Microsoft TEAMS

What You Need to Do: email your Resume and a Cover Letter that tells us how your talents and experiences meet our needs to

For more information on IDCARE visit our website at


The application form will include these questions:

·             Which of the following statements best describes your right to work in New Zealand?

·             How much notice are you required to give your current employer?

·             How would you rate your English language skills?


IDCARE is here to provide you with specialist support and guidance when faced with a cyber and identity related issue. Contact one of our Identity & Cyber Security Case Managers to learn more about our Support Services and how we can help you.   

Get help

Submit a web request

Call Centre Icon


1800 595 160

Mon - Fri: 8am - 5pm AEST

QLD: 07 3555 5900
ACT & NSW: 02 8999 3356
VIC: 03 7018 2366
NT, SA & WA08 7078 7741

Call Centre Icon

call our NEW ZEALAND

0800 121 068

Mon - Fri: 10am - 7pm NZST

AKL: 09 884 4440