Senior Advisor Complaints Management

Oranga Tamariki—Ministry for Children; Auckland; Ibrido; NZD 106.000 - 118.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible work options

Wellbeing focus

Training & development

Inclusive environment

Descrizione del lavoro

Oranga Tamariki—Ministry for Children is seeking a Senior Advisor Complaint Management on a fixed‑term basis until February 2028. The role focuses on managing feedback and complaints with emphasis on tamariki and rangatahi voices, including review, investigation, and stakeholder engagement.

You will work within a high‑profile environment, collaborating with leaders to identify risks and drive continuous improvement for better child outcomes.

Competenze

• Experience working within Feedback and Complaints and governance arrangements.
• Strong knowledge of Oranga Tamariki social work framework, practice and policy.
• Ability to scope a complaint, assess and manage outcomes through issue reviews.
• Respect for te ao Māori, tikanga Māori and Te Tiriti o Waitangi in all work.
• Excellent communication and relationship-building skills for difficult conversations.
• Ability to identify local issues and opportunities to improve service delivery.
• Solid knowledge of relevant legislation including the Oranga Tamariki Act 1989 and Vulnerable Children’s Act 2014.
• A full, clean NZ Driver's Licence.

Mansioni

• Assess and investigate complex complaints with consistency and fairness.
• Engage directly with children, young people, whānau and stakeholders.
• Provide high-quality advice that supports fair and timely resolution.
• Identify emerging risks from complaints data and advise on improvements.

Conoscenze

Feedback & Complaints

Social work framework

Complex issue assessment

Te Tiriti understanding

Communication skills

Stakeholder engagement

Legislation knowledge

NZ Driver's Licence

Descrizione del lavoro

• Join our Feedbacks and Complaints team in important, complex and high‑profile mahi
• Location flexible across the motu
• Fixed term, full time opportunity to February 2028

Mō mātou | About us

Oranga Tamariki—Ministry for Children has a commitment to putting tamariki and rangatahi at the heart of what we do. In our work, we aim to demonstrate these values:

• We put Tamariki first
• We believe Aroha is vital
• We respect the Mana of people
• We are Tika and Pono
• We value Whakapapa
• We recognise that Oranga is a journey

We are committed to ensuring that New Zealand is the best place in the world to be a child. We are also committed to ensuring Oranga Tamariki partners with hapū, iwi and Māori organisations to find appropriate solutions for tamariki in need.

Mō te tūnga | About the role

We're looking for an experienced and empathetic professional to join our Feedback and Complaints team on a fixed-term basis as a Senior Advisor Complaint Management.

In this role, you'll play a critical part in ensuring feedback and complaints received by Oranga Tamariki are managed effectively, consistently, and with a strong focus on the voices and experiences of tamariki and rangatahi. You'll assess and investigate complex complaints, engage directly with children, young people, whānau and stakeholders, and provide high-quality advice that supports fair and timely resolution.

Operating within a complex and high‑profile environment, you'll work closely with leaders across Oranga Tamariki to identify emerging risks, provide insights from complaints data, and contribute to continuous improvement initiatives that strengthen services and outcomes for children and young people.

Ngā pūmanawatanga ōu | What you will bring

Key requirements of the role include:

• Experience working within Feedback and Complaints and governance arrangements
• Demonstrated knowledge and understanding of Oranga Tamariki social work framework, practice, and policy
• Ability to understand complex issues, scope a complaint, assess and manage the outcome through undertaking a review of the issues.
• Responsiveness to te ao Māori, tikanga Māori and Te Tiriti o Waitangi will be at the front of mind in all your work as will an understanding and appreciation of cross-cultural issues, practices and concerns including Pacific peoples' culture.
• Excellent communication and relationship building skills, and a willingness to engage with people and undertake difficult conversations.
• Ability to identify local issues and actively seek opportunities to improve the service we deliver
• Sound knowledge of Oranga Tamariki Act 1989, the Vulnerable Children' Act 2014 and other relevant legislation
• A full, clean and current NZ Driver's Licence

Nōu te rourou | What's in it for you

Oranga Tamariki offer a step-based remuneration package, that offers progression annually for experience through tenure. Annual remuneration for this position starts between $106,416 and $117,782 pro rated dependent on experience .

We also offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. We offer significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi.