Maintenance Operations Centre Operator (Auckland)

New Zealand Government; Auckland; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Five weeks' annual leave

Insurance benefits

Job summary

Kāinga Ora – Homes and Communities in Auckland is seeking a MOC Operator to process high-volume maintenance requests, validate information, assign trades, and create accurate work orders for timely delivery. This on-site role supports efficient workflows and real-time decision-making.

You will monitor progress, keep stakeholders informed, follow standard operating procedures, and contribute to continuous improvement in a national maintenance model.

Qualifications

• Experience in customer service or operations roles.
• Ability to assess information and make sound decisions.
• Strong organisational and multi-tasking skills.
• Excellent communication and relationship management across teams.

Responsibilities

• Process high-volume maintenance requests accurately and quickly.
• Validate service requests and determine appropriate trades.
• Create and manage work orders for on-site delivery.
• Coordinate with maintenance partners, contractors and internal teams.
• Track progress and keep stakeholders informed, especially for urgent cases.
• Follow standard operating procedures and contribute to continuous improvement.

Skills

Customer service

Operations

Maintenance coordination

Scheduling

Stakeholder management

Problem solving

Job description

# Maintenance Operations Centre Operator (Auckland) at Kāinga Ora – Homes and Communities , Auckland## Mō tēnei tūranga mahi | About this role* Deliver high-volume maintenance requests with accuracy, consistency and speed in a national operations model* Play a key role in improving maintenance outcomes through validation, coordination and continuous improvement* Permanent full-time opportunity based in Manukau, Auckland**Te whiwhinga mahi | Our opportunity**You'll be part of a fast-paced Maintenance Operations Centre (MOC), processing high volumes of maintenance requests to ensure Kāinga Ora homes are well maintained, safe and fit for purpose.Day to day, you'll assess and validate service requests, determine the right trade and priority, and create accurate work orders ready for delivery. You'll manage workflows across the system, ensuring jobs are planned, prioritised and delivered efficiently and to agreed standards.Working closely with maintenance partners, contractors and internal teams, you'll ensure information is clear, complete and timely so work can progress without delay. You'll also help track progress, monitor performance and keep stakeholders informed, particularly for urgent or complex cases.You'll contribute to a nationally consistent approach to maintenance by following standard operating procedures, identifying improvements and supporting better ways of working as the model continues to evolve and mature.This is an on-site office-based role, Monday to Friday, enabling real-time collaboration, shared problem solving and efficient decision-making.**Ngā pūmanawatanga ōu | What you will bring**This role suits someone who thrives in a high-volume, process-driven environment where accuracy, sound judgement and customer outcomes matter. You'll be organised, adaptable and confident working across multiple systems and stakeholders.You will demonstrate:* Experience working in customer service, operations, maintenance, property, facilities, scheduling, coordination, or a related environment.* Strong attention to detail and the ability to accurately assess information and make sound decisions.* Excellent organisational skills with the ability to manage competing priorities in a fast-paced environment.* Strong communication and relationship management skills, with the ability to work effectively across teams and with external providers.* Experience applying processes, policies and procedures consistently and confidently.* Confidence using multiple online systems and digital applications.* The ability to remain calm under pressure and respond effectively to changing priorities.* Demonstrated initiative, sound judgement and a commitment to continuous improvement.* A collaborative approach and a genuine commitment to delivering positive customer outcomes.**Nōu te rourou | What's in it for you?**We offer competitive salaries, five weeks' annual leave and a suite of insurances benefits.As a Kāinga Ora employee, we want to make sure you have the tools, support and opportunities you need to succeed. We are committed to supporting your wellbeing, professional development and work-life balance.**Mō mātou | Our Organisation**At Kāinga Ora, our mahi sits at the heart of Aotearoa's housing system. Every day, we help shape how our customers live today and into the future. It's meaningful mahi, and we're transforming how we work so we can deliver even better outcomes.Our transformation focuses on three things:* **Our future** – building a high-performing organisation that delivers quality housing for generations.* **Our tenants** – warm, dry, well-maintained homes and the right support to help people live well.* **Our people** – simple processes, modern technology and opportunities to learn, grow and thrive.Guided by our values, we work together, put customers at the centre and continually challenge ourselves to be better.Kāinga Ora is a place where people feel valued and supported. You'll find opportunities to grow your skills and build a career you're proud of, with fair pay and flexible ways of working that support both our people and our customers.**Ō tātou uara | Our values**Our values were developed by us, for us. They unite us as an organisation and guide how we work every day.* **Manaakitanga** – People at the Heart* **Mahi Tahi** – Better Together* **Whanake** – Be Bold**Tūhono mai | Join us**To view the position description and apply for this role, please follow the online process via careers.kaingaora.govt.nz. Please note that all applicants, including existing employees, need to follow this process.If you have any questions about this role, please contact [e-mail] close 11:55pm, 29 September 2026.