Senior Advisor, Complaint Management (Child Welfare)

Oranga Tamariki; New Zealand; Remote; NZD 106,000 - 118,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing focus

Job summary

Oranga Tamariki—Ministry for Children is seeking an experienced Senior Advisor Complaint Management. You will manage and investigate complex complaints, engaging with tamariki and whānau to ensure fair and timely resolutions within governance frameworks.

The role requires strong communication, cross-cultural capability and knowledge of relevant NZ legislation. A full NZ driver’s licence is essential, with flexible location across Aotearoa to support tamariki and rangatahi nationwide.

Qualifications

• Experience in Feedback and Complaints and governance arrangements.
• Understanding of Oranga Tamariki social work framework, practice and policy.
• Ability to scope and review complex issues in complaints.
• Responsive to te ao Māori and Te Tiriti o Waitangi in work.
• Excellent communication and relationship-building skills.
• Knowledge of Oranga Tamariki Act 1989 and Vulnerable Children's Act 2014.
• Full, clean NZ Driver's Licence.

Responsibilities

• Assess and investigate complex complaints.
• Engage directly with tamariki, rangatahi, whānau and stakeholders.
• Provide high-quality advice to support fair and timely resolution.
• Identify emerging risks from complaints data and inform improvements.
• Collaborate with leaders across Oranga Tamariki to strengthen services.

Skills

Feedback & complaints

Governance understanding

Communication skills

Relationship building

Cross-cultural awareness

Job description

Oranga Tamariki—Ministry for Children is seeking an experienced Senior Advisor Complaint Management. You will manage and investigate complex complaints, engaging with tamariki and whānau to ensure fair and timely resolutions within governance frameworks.

The role requires strong communication, cross-cultural capability and knowledge of relevant NZ legislation. A full NZ driver’s licence is essential, with flexible location across Aotearoa to support tamariki and rangatahi nationwide.