FFM Supervisor

New Zealand Government Joba; Auckland; On-site; NZD 104,000 - 120,000; Full time

Benefits offered by this job

Flexible working

Career development

Job summary

New Zealand Police in Auckland is seeking a Frontline File Management Supervisor to lead a 24/7 team at Piki Ki Te Ao, ensuring accurate, timely case management and customer-focused service for victims and the public.

You will build capability, manage attendance and performance, and partner with colleagues to deliver nationally consistent service in line with National Recording Standards.

Qualifications

• Proven operational skills and ability to apply practical solutions.
• Experience in an environment with defined service levels.
• Strong understanding of case management principles and victim-focused service.
• Clear written and oral communication skills.
• Relationship management and continuous improvement mindset.
• Experience leading teams through organizational change.

Responsibilities

• Keep our people safe through compliance with Work Safe and workplace policies.
• Deliver service through effective file and case management with strong data quality.
• Ensure accurate, timely case management and adherence to standards and SLAs.
• Assess and manage risks across operations.
• Lead and develop people to drive a high performing team and inclusive culture.
• Partner with internal and external teams to maintain relationships.

Skills

Operational leadership

People management

Customer service orientation

Job description

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 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.Frontline File Management SupervisorBased at Piki Ki Te Ao, AucklandBand IOffice of Constable/Police EmployeePermanent, Full TimeNationally Advertised VacancyJR 6017018E tu ki te kei o te waka, kia pakia koe e nga ngaru o te wa.Stand at the stern of the canoe and feel the spray of the future biting at your faceMo te tunga | About the roleService 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 Frontline File Management Team, working a 24/7 team roster based at Piki Ki Te Ao. You will be 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.He aha taau e kawe mai | What you'll bringWhilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.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.Whakaritenga motuhake | Special requirementsCurrent 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 orHave 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.To view the position description for this role please copy and paste this link into a new browser:https://www.police.govt.nz/sites/default/files/pd/2026-09/Supervisor%20-%20Frontline%20File%20Management.pdfMo tatou | About usThe purpose of Service Group is to ensure we provide the public with efficient and effective ways of interacting with police and the resolution of their queries and service requests, and, to initiate the first stages of the case management process. Access to police services is available across multiple channels and utilises technology to provide a customer centric access and issue resolution approach.Our services are continually modernised to provide policing services anywhere, anytime and to achieve the trust and confidence of all. To achieve these outcomes, our victims, the New Zealand public, and front-line staff need the benefit of well-designed access to policing services as well as processing of those service requests.Working FlexiblyYour 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/careersTo view more detailed information about our recruitment process along with further details about requirements please click below link:Applicant Information Pack (External)Utu a-tau | SalaryThis 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.Tono inaianei | Apply nowIf this position sounds like you, click apply now. You will be required to submit an application form and a chronological list of previous roles that covers the role title and the date/duration (this is a mandatory requirement and replaces a CV).Please use the link below to see an example of the correct CV format: https://tenone.police.govt.nz/media/15377Before confirmation of hire, pre-employment checks will be undertaken. For further information on the application process, please copy and paste this URL: https://www.police.govt.nz/careersPlease note: Deadline for applications is 5:00 pm on 7th October 2026. Applications may be reviewed prior to the close date as well as contact made with candidates.If you have any questions about this vacancy, please contact: [e-mail]