Customer Complaints Coordinator

Downer; Auckland; Sur place; NZD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Healthcare discounts

Retail savings

Car purchase discounts

Résumé du poste

Downer NZ is seeking a Customer Complaints Coordinator to manage end-to-end complaint activity for Auckland contracts, ensuring timely creation, issuance and resolution within KPI targets.

You will liaise with Work Supervisors and Subcontractors, prepare and send communications, and update WMS with incoming/outgoing correspondence. A strong admin background and commitment to QA/OHS are essential.

Qualifications

• Experience in a structured, fast paced telephone and administration role.
• Experience in meeting inter-daily deadlines.
• Experience in a high-volume administration role.
• Recording analysis and documentation.
• Preparing internal and external correspondence.
• Research and obtaining information quickly and efficiently.

Responsabilités

• The Complaints Co-ordinator will ensure that all complaints are created, issued and resolved in the KPI time frame for Responsive and planned works for both contracts in Auckland.
• The Customer Complaints Co-ordinator will contact the Work Supervisors & Subcontractors and provide docket information to assist the meeting of contractual targets.
• The Customer Complaints Co-ordinator will prepare, create, acknowledge, send and receive emails relevant to Work Supervisor and Subcontractors.
• The Customer Complaints Co-ordinator will update all incoming correspondence on WMS and will send all outgoing correspondence as required.
• Employees of Spotless are required to adhere to all company policies including Quality Assurance and Occupational Health and Safety.

Connaissances

Phone admin

Deadline driven

High-volume admin

Record analysis

Correspondence

Information gathering

Description du poste

We currently have an opportunity for a Customer Complaints Coordinator . Join our team and play a key role in ensuring that all complaints are created, issued and resolved in the KPI time frame for Responsive and planned works for both contracts in Auckland. Reporting to Senior Co-ordinator and Sr Trades Resource Manager, you'll help deliver high-quality outcomes that support our essential services.

Te Kōwhiringa | The Opportunity

Spotless Facilities Services (a Downer Company) delivers a range of Facilities Maintenance and Management Services to Kainga Ora.

What You’ll Do (key responsibilities)

This role offers a broad scope, with key responsibilities including:

• The Complaints Co-ordinator will ensure that all complaints are created, issued and resolved in the KPI time frame for Responsive and planned works for both contracts in Auckland.
• The Customer Complaints Co-ordinator will contact the Work Supervisors & or Subcontractors and provide docket information to assist the meeting of contractual targets.
• The Customer Complaints Co-ordinator will prepare, create, acknowledge, send and receive emails relevant to Work Supervisor and Subcontractors.
• The Customer Complaints Co-ordinator will update all incoming correspondence on WMS and will send all outgoing correspondence as required.
• Employees of Spotless are required to adhere to all company policies including Quality Assurance and Occupational Health and Safety.

Nga pūkenga matua | Important Skills (experience required)

• Experience in a structured, fast paced telephone and administration role
• Experience in meeting inter-daily deadlines
• Experience in a high-volume administration role
• Recording analysis and documentation.
• Preparing internal and external correspondence.
• Research and obtaining information quickly and efficiently

More than anything, you’ll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.

Ko wai mātou | Our Organisation

At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.

Ko te take ka parekareka e koe ki te mahi ki kōnei | Why you will enjoy working here

We’re proud of our high-performance culture and commitment to diversity, offering:

• Training and development to support and diversify your career.
• With 30% of vacancies filled internally you’ll find real opportunities to advance your career.
• Perks@Downer: healthcare discounts, great savings on retail purchases, car purchases and much more.
• Employee Assistance Program: professional support for you and your family when you need it most.

You want your work to matter and so do we. With over 26,000 people across Australia, New Zealand and the Pacific, our team is made up of individuals with unique perspectives, backgrounds, and ideas.

We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.

We’re committed to building a team that reflects the diverse communities we serve and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn’t align perfectly with this role, we’d still like to hear from you. If it feels like the right fit, apply - potential counts, and so do you.

If you need support or adjustments through the recruitment process, just let us know, we’re here to help you put your best foot forward.

We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team.