Senior Advisor Complaints Management

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

Job summary

Oranga Tamariki—Ministry for Children in New Zealand is seeking a Senior Advisor Complaint Management on a fixed-term basis through February 2028. The role focuses on leading assessment, investigation and resolution of complex feedback and complaints, with direct engagement with tamariki, rangatahi, whānau and stakeholders, in a high-profile environment.

You will work with leaders across the organisation to provide insights from complaints data, support timely resolutions, and drive continuous

Qualifications

• Experience in feedback and complaints handling.
• Understanding of social work frameworks and policy.

Responsibilities

• Assess and investigate complex complaints and requests for review.
• Engage with tamariki, rangatahi, whānau and stakeholders to facilitate fair resolutions.
• Provide high-quality advice to support timely outcomes and escalation when needed.
• Identify risks and contribute to continuous improvement initiatives across the organisation.

Job description

• 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

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.

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's 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.

Applications for this role close just before midnight on Wednesday 21 October 2026.

If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.

Location(s) All New Zealand, Te Tai Tokerau Region, Kaitaia, North Shore, Hamilton, Tauranga, Hastings, Wellington, Hawera, Blenheim, Ashburton, Alexandra, Auckland, Kaikohe, West Auckland, Paeroa, Rotorua, Dannevirke, Lower Hutt, Horowhenua, Greymouth, Christchurch, Balclutha, Waikato, Whangarei, Central Auckland, Tokoroa, Napier, Upper Hutt, Palmerston North, Nelson, Rangiora, Dunedin, Bay of Plenty, Dargaville, South Auckland, Taupō, Gisborne, Porirua, Manawatu, Timaru, Gore, East Coast, Whakatane, Hawkes Bay, Paraparaumu, New Plymouth, Invercargill, Wellington, Masterton, Taumarunui, Oamaru, Taranaki-Manawatu, Wairoa, Whanganui, Upper South, Waipukurau, Canterbury, Lower South

Expertise Social Work, Care Services, Management, Feedback and Complaints, Other, Services for children and families, Youth Justice