As a Complaints Facilitator, your role will be integral in managing formal complaints and industry reports regarding potential breaches of regulations and rules. You will be tasked with accurately collecting information from involved parties, assessing complaints, drafting decisions for approval, and undertaking resolution processes as needed.

What Youll Do:

• Accurately collect information from both parties to assess appropriate complaint management pathway
• Apply triage criteria and assess complaints, preparing recommendations for suitable complaint pathways
• Draft decisions for approval where appropriate
• Undertake resolution processes for referred matters
• Identify regulatory and disciplinary issues, ensuring effective and timely escalation of misconduct matters
• Manage expectations of all parties through timely and clear communication
• Maintain regulatory knowledge to ensure consistent and accurate decisions.

The Ideal Candidate will Bring:

• At least 1 year's work experience in conflict/complaint/dispute resolution
• Expertise in legal/regulatory/compliance environments
• Ability to work with limited supervision, make decisions and work on own initiative
• Effective communication skills to deal tactfully and sensitively with people at all levels

For more information please contact Luke Gilbert on 021 084 85188 or luke.gilbert@robertwalters.co.nz.


Robert Walters endeavours to review all applications in a maximum of five working days. If you have not received correspondence within this timeframe please do not hesitate to contact Luke Gilbert on 04 471 9700.