Life and Identity Services Officer

About Us | Mō mātou

The Regulatory and Identity Services Taituarā branch shapes and delivers systems and services that touch almost every New Zealander. Through trusted services including Passports, Citizenship, Births, Deaths and Marriages, and other identity and regulatory functions, our diverse team works across Aotearoa and internationally to deliver high-quality public services that New Zealanders can rely on.

Operations Delivery is responsible for delivering these services safely, efficiently and at scale. Our people work across a broad range of operational environments, balancing customer needs, legislative requirements, service performance, and continuous improvement to achieve meaningful outcomes for New Zealanders.

The role | Te tūnga

As a Life and Identity Services Officer, you will play a key role in delivering trusted services and operational outcomes for our customers and communities.

Working as part of high-performing teams based in Auckland, Wellington and Christchurch, you will manage a diverse range of customer requests, applications, operational processes and service activities. You will assess information, make sound decisions, resolve issues, and ensure services are delivered accurately, consistently and on time.

No two days are the same. You may be supporting customers through complex situations, processing applications, identifying and managing risks, contributing to service improvements, or helping the team meet operational priorities. Success in this role comes from balancing customer focus with quality, productivity, and legislative requirements.

You will contribute to an environment that values collaboration, accountability, continuous learning and operational excellence, while helping ensure New Zealanders can access the services they need with confidence.

What you bring | Nōu te rourou

• Experience in an operational, customer service, service delivery, case management or administration environment


• Strong attention to detail, with the ability to work accurately while managing competing priorities


• Sound judgement and decision-making skills, including the ability to assess information and identify risks or issues


• Ability to interpret and apply policies, procedures and legislative requirements


• Strong written and verbal communication skills, with the ability to work effectively with a range of customers and stakeholders


• Digital confidence and the ability to quickly learn new systems, processes and technologies


• A collaborative and adaptable approach, with a willingness to support team goals and contribute to continuous improvement


• Resilience and the ability to manage changing priorities in a fast-paced operational environment


• Commitment to delivering excellent customer outcomes while maintaining the integrity of our services