Senior Advisor Complaints Management

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

Benefits offered by this job

Flexible work options

Remuneration progression

Training and development

Wellbeing focus

Inclusive environment

Job summary

Oranga Tamariki—Ministry for Children is seeking an experienced Senior Advisor Complaint Management to join the Feedback and Complaints team. In a high-profile, complex environment, you will assess and investigate difficult complaints, engage with tamariki, rangatahi and whānau, and provide timely, clear advice to support fair resolution.

You will work with leaders across the organisation to identify risks, analyse complaints data, and contribute to continuous improvements that enhance services

Qualifications

• Experience working within Feedback and Complaints and governance arrangements
• Knowledge of Oranga Tamariki social work framework, practice, and policy
• Ability to scope a complaint and manage outcomes through review of issues
• Te ao Māori, tikanga Māori and Te Tiriti o Waitangi; cross-cultural awareness
• Excellent communication and relationship building skills
• Full, clean NZ Driver's Licence

Responsibilities

• Assess and investigate complex complaints, engaging with tamariki, rangatahi and whānau and stakeholders
• Provide high-quality advice to support fair and timely resolution
• Identify emerging risks from complaints data and contribute to improvements
• Work with leaders to strengthen services and outcomes across the organisation

Skills

Feedback & Complaints

Governance knowledge

Communication

Relationship building

Cross-cultural awareness

Stakeholder engagement

Job description

Join our Feedbacks and Complaints team in important, complex and high-profile mahiLocation flexible across the motuPermanent, full time opportunityMō mātou | About usOranga 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 firstWe believe Aroha is vitalWe respect the Mana of peopleWe are Tika and PonoWe value WhakapapaWe recognise that Oranga is a journeyWe 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 roleWe're looking for an experienced and empathetic professional to join our Feedback and Complaints team 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 bringKey requirements of the role include:Experience working within Feedback and Complaints and governance arrangementsDemonstrated knowledge and understanding of Oranga Tamariki social work framework, practice, and policyAbility 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 deliverSound knowledge of Oranga Tamariki Act 1989, the Vulnerable Children's Act 2014 and other relevant legislationA full, clean and current NZ Driver's LicenceNōu te rourou | What's in it for youOranga 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 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.To see all the benefits of working for Oranga Tamariki, please visit https://mahi.orangatamariki.govt.nz/working-with-us/employee-benefits/Me pēhea te tuku tono | How to ApplyApply online with your CV and Cover Letter. If you are an Oranga Tamariki employee already, please ensure you apply with a log in using your Oranga Tamariki email address.If you have any questions about role, please contact [e-mail] for this role close just before midnight on Tuesday 10 November 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.