• We have 2 fixed-term contracts/secondments available!!
• 1x contract till Friday 17th October 2025!! 1x contract till Friday 26th June 2026!!
• Roles will be based at our Christchurch Office
• We're offering a competitive salary starting from $106,416 to $117,782, depending on experience

Mō te tūnga | About the role

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 responding to feedback.

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 Management roles are part of the drive to ensure we are delivering best practice of the management of complaints within Oranga Tamariki.

Ngā pūmanawatanga ōu | What you will bring

Key requirements of the role include:

• Must have experience working within Feedback and Complaints
• 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 and concerns including Pacific peoples' culture.
• 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 applies this understanding to judgement and decision making
• 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
• Understanding and appreciation of cross-cultural practices in particular; knowledge of tikanga Māori, and Pacific peoples' culture

Nōu te rourou | What's in it for you

Oranga Tamariki offer an impartial remuneration package, that offers progression annually for experience through tenure.. We 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 Apply

Please note this role is only open to internal applicants, please apply using your Oranga Tamariki email login. If you have any questions about role, or would like to review the position description please contact Info_recruit@ot.govt.nz

Hurry as applications for this role close on Wednesday 12th February 2025!!

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.