Senior Advisor Complaints

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    6 days ago
  • Category:
  • Job Type: Ongoing – Full Time
  • Category:
  • Location: Wellington – Wairarapa
  • Date Advertised: 20-NOV-20
  • Job Reference: NZ/1497430
  • Job Title: Senior Advisor Complaints
  • Business Unit:
  • Division:
  • Summary:

Senior Advisor Complaints – Oranga Tamariki

Feedback and Complaints eam

Flexible locations, four permanent and two fixed-term to 30 June 2021

About us – Mō mātou

Oranga Tamariki - Ministry for Children is the Ministry that supports children and young people in New Zealand. Oranga Tamariki has a commitment to putting tamariki and rangatahi at the heart of what we do and works to advance the wellbeing and positive long-term outcomes of children and young people.

About the role – Mō te tūnga

The Feedback team is a crucial part of the feedback process within the organisation, ensuring that regions, sites and teams are fully supported when receiving, reviewing and replying to feedback.

We are looking for four people to join the team permanently as a Senior Advisor Complaints, and two people to join us until 30 June 2021 in a fixed-term role. The purpose of the roles is to undertake assessments, reviews and manage the outcome of complaints that have been referred to the Feedback and Complaints team. In addition, you will be asked to identify which areas of our policies and practice may need improving, as a result of findings from the complaint reviews.

There is a high focus on delivering a strong service culture and identifying opportunities for continuous improvement of our policies and practice through identifying issues within complaints.

The Senior Advisor Complaints roles are part of the drive to ensure we are delivering best practice of the management of complaints within Oranga Tamariki.  

What you will bring - Ngā pūmanawatanga ōu

  • Ability to understand complex issues, scope a complaint, assess and manage the outcome through undertaking a review of the issues
  • Excellent communications 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
  • A good understanding of the governance arrangements and public sector context within which Oranga Tamariki works and the ability to apply this understanding to judgement and decision making
  • Sound knowledge of Oranga Tamariki Act 1989, the Vulnerable Children’s Act 2014 and other relevant legislation

What’s in it for you – Nōu te rourou

We offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. 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. Come join us – Tūhono mai.

How to apply - Me pēhea te tuku tono

Apply online with your CV and cover letter. If you are an Oranga Tamariki employee already, please apply through your myHR portal. If you have any questions about role, please contact

Applications close on Tuesday, 1 December 2020.

To find out more about this role, you can view the position description: