Ffm Supervisor

CGR Services; Auckland; On-site; NZD 104,000 - 120,000; Full time

Job summary

New Zealand Police in Auckland is seeking a Frontline File Management Supervisor to lead a high‑performing team across Frontline File Management, Public Counter and Records functions. You will ensure accurate case management, maintain data quality and deliver a high standard of service to victims, the public and frontline staff, while aligning with national standards and policies.

There are multiple vacancies; applicants should be able to manage attendance, drive continuous improvement and

Qualifications

• Proven sound operational skills and the ability to apply practical solutions in line with business strategy.
• Experience in an operational environment where service level agreements are defined and need to be met.
• A strong understanding of NRS and case management principles, ensuring victims, the public, and frontline officers receive nationally consistent service.

Responsibilities

• Keep our people safe through compliance with Work Safe and Police workplace policies, early hazard awareness, and practical support for staff wellbeing and return‑to‑work needs.
• Deliver service through effective file and case management, clear national workflow oversight and application, data quality, training, and effective public facing service.
• Ensure accurate, timely and consistent case management for users of our services, and adhere to National Recording Standards, legislation, SLAs, and case management principles.
• Assess and manage risks across all operations.
• Lead and develop our people to drive a high performing team, build an inclusive and safe team culture, and deliver training aligned to national processes and policies.
• Partnering with and maintaining relationships with a range of internal and external teams.

Skills

Operational skills

Service delivery

Communication

Relationship management

Leadership

Change management

Job description

Job description

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 15,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes. We’re working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business’ and achieve long-term change.

E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā. Stand at the stern of the canoe and feel the spray of the future biting at your face Mō te tūnga

Frontline File Management Supervisor

Based at Piki Ki Te Ao, Auckland

• Band I
• Office of Constable/Police Employee
• Permanent, Full Time
• Nationally Advertised Vacancy
• JR 6017018

Service Group plays a critical role in enabling New Zealand Police to deliver the services New Zealanders expect and deserve. As a Frontline File Management Supervisor, you help ensure victims, the public and our frontline staff have reliable, modern and accessible ways to engage with our services. You’ll lead a team delivering Frontline File Management, Public Counter and Records functions across our 16/7 and 24/7 centres, ensuring service requests are processed accurately, on time and with a strong customer focus. You will provide hands‑on leadership to a high-performing team, managing attendance, productivity and performance while coaching staff to build capability and support continuous improvement. You’ll oversee quality and workflow at our service entry point to support efficient case management. Working in partnership with the Frontline File Manager, you’ll support district case management by ensuring files are accurate and up to date, helping deliver policing services that are accessible and centred on the needs of victims, the public and frontline staff. As there are multiple vacancies, please indicate your preferences as outlined below.

Key Accountabilities:

• Keep our people safe through compliance with Work Safe and Police workplace policies, early hazard awareness, and practical support for staff wellbeing and return‑to‑work needs.
• Deliver service through effective file and case management, clear national workflow oversight and application, data quality, training, and effective public facing service.
• Ensure accurate, timely and consistent case management for users of our services, and adhere to National Recording Standards, legislation, SLAs, and case management principles.
• Assess and manage risks across all operations.
• Lead and develop our people to drive a high performing team, build an inclusive and safe team culture, and deliver training aligned to national processes and policies.
• Partnering with and maintaining relationships with a range of internal and external teams.

What you’ll bring

• Proven sound operational skills and the ability to apply practical solutions in line with business strategy.
• Experience in an operational environment where service level agreements are defined and need to be met.
• A strong understanding of NRS and case management principles, ensuring victims, the public, and frontline officers receive nationally consistent service.
• Ability to clearly communicate in oral and written forms.
• Proven relationship management skills, a continuous improvement mindset, and a strong commitment to service delivery.
• Proven experience leading teams through organisational change by building trust, strengthening engagement, and achieving results through others by fostering positive, resilient and high-performing teams.

Special requirements

• Current CPK at the rank of the vacancy you are applying for (Constabulary only).
• For both Constabulary & Police Employees: Agree to enrol in a leadership programme at the advertised level, at a future date or Have qualified under CEP or a previous Career Progression Framework at the level you are applying for. This role is Team Leader level. You can refer to Indicators for Success for further information on the requirements.

Salary

This position is covered by a collective agreement and salary will commence between $103,836 and $120,224 dependent on skills and experience relevant to the role.

Employees affected by the restructuring (and who meet the minimum capability requirements) have a preferential right to be appointed to any suitable vacant role within Police that is at the same or a lower remuneration band.

Organisational Review and Redesign policy

• Ten One - New Zealand Police Intranet

Working Flexibly

Your wellbeing inside and outside of work is important to us. We’re open to discussing flexible working options that work for both you and the business. For more information on the above, please copy and paste this URL: https://www.police.govt.nz/careers

Important Deadline

Deadline for applications is 5:00 pm on 7th September 2026. Applications may be reviewed prior to the close date as well as contact made with candidates.

Contact

If you have any questions about this vacancy, please contact: [e-mail]