Senior Site Support Advisor - Feedback & Complaints

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

Job summary

Oranga Tamariki is seeking a Senior Advisor Site Support to work within the Feedback and Complaints team across New Zealand. You will assess complaints from front-line sites, investigate issues, and provide recommendations aligned with our values and CCS frameworks.

The role requires strong communication, risk awareness, and the ability to engage with diverse communities, including Māori and Pacific peoples. Secondment or fixed-term contracts are available, with regional offices for support.

Qualifications

• Experience handling complaints and disputes in child welfare or related services.
• Ability to engage with front-line sites and communities to resolve issues.
• Strong verbal and written communication skills for reporting and responses.
• Knowledge of relevant legislation and best practices for child-centered approaches.
• Ability to identify and manage risk and work across stakeholders.

Responsibilities

• Assess and respond to complaints received by front-line sites.
• Investigate complaints and engage with practitioners, site managers and leaders.
• Provide recommendations to improve processes and outcomes consistent with Oranga Tamariki values.
• Maintain clear, respectful communication with all parties involved.
• Support travel and collaboration across sites as required.

Skills

Complaint handling

Dispute resolution

Stakeholder engagement

Verbal and written communication

Risk management

Cross-cultural awareness

Education

Social Work qualification

Job description

Oranga Tamariki is seeking a Senior Advisor Site Support to work within the Feedback and Complaints team across New Zealand. You will assess complaints from front-line sites, investigate issues, and provide recommendations aligned with our values and CCS frameworks.

The role requires strong communication, risk awareness, and the ability to engage with diverse communities, including Māori and Pacific peoples. Secondment or fixed-term contracts are available, with regional offices for support.