Senior Advisor Complaints

## Mō tēnei tūranga mahi | About this role

• Join a high performing collaborative team in a newly created role
• Bring your strong complaints experience, best practice lens and innovative mindset to help lead and shape DOC's complaints processes
• Permanent role based at Conservation House in Wellington, offering flexible working arrangements.
• Our vision : Nature is thriving in Aotearoa | Te Oranga o te Ao Tūroa
• The Department of Conservation Te Papa Atawhai (DOC) serves to protect and restore nature across Aotearoa. When nature thrives, we all thrive.
• He angitūtanga | About the role
• The Public Affairs group supports the organisation to build trust and confidence with New Zealanders, Parliament, our stakeholders, and our people. We work to protect and enhance DOC's reputation and grow New Zealanders' connection to nature. We also maximise investment for conservation by attracting and distributing funding and matching investors with projects which enable nature to thrive. Public Affairs covers the full spectrum from risk and assurance, to governance, Ministerial support, communications and engagement, partnerships, brand, marketing, design, and digital expertise. We work to provide strategic advice, best-practice processes, tools, and guiding principles to enable and support others, alongside the work we will deliver ourselves. As part of the Governance and Government Services team you will be a key member in shaping this new Senior Advisor Complaints role. The position will be focussed on :
• Leading the development of a new approach to managing complaints
• Providing specialist resolution advice and support on complaint processes
• Triaging complaints..
• Ngā pūkenga me ngā wheako | Skills and experience
• In this newly created role, we are looking for a committed individual who is confident in shaping and leading complaints processes. You will have a solid understanding of the impact these processes have on a government agency, using your strong interpersonal, relationship management and communication skills to resolve complaints through use of best practice and innovation. If you have the following, we are keen to hear from you :
• High level of previous experience with complaints processes, dispute, or conflict resolution
• Coaching and mentoring experience
• High level of confidence in issue / risk identification, analysis, and mitigation
• Sound decision making and problem-solving skills
• Strong inquisitive, investigative, and critical thinking skills
• Excellent written and verbal communication skills, communicating information in an easily accessible way to different audiences
• Excellent relationship and interpersonal skills with the ability to build relationships quickly at all levels of an organisation
• Highly proficient using various workflow applications and Customer Relationship Management Systems
• Strong time management and the ability to juggle multiple priorities successfully
• Confident producing accurate reporting and system-level insights
• Ability to work under pressure with a high level of resilience and autonomy
• Enthusiastic, adaptable and someone who loves a challengeDesirable :
• Experience in the NZ public sector, knowledge of the machinery of government and an understanding of the OIA and Privacy Act would be beneficial.Even if you don't tick all the boxes but believe your skills and experience closely align, then we still encourage you to apply.
• Mō te tīma | About the team
• The Government Services team, work in a fast paced and dynamic environment with a wide variety of work. You will find a high performing, collaborative and friendly culture where everyone gets on well together. This extends to the wider Governance and Government Services team who are seen as a great bunch to work with. DOC places importance on developing a culture where everyone can participate, thrive, and grow. We're working towards being an organisation that is diverse, equitable and inclusive by default. You can learn more about what we offer We support flexible work arrangements for our kamahi who are working in a wide variety of roles and locations across Aotearoa. Flexible options will be considered based on your role and in discussion with your leader.
• Tono ināianei | Apply now
• Apply online with a CV and cover letter that highlights your relevant skills, experience and motivation for joining Te Papa Atawhai. Please note, due to the high volume of applications, we are unable to accept direct or emailed applications and provide feedback to those not shortlisted. If you require any accommodations or adjustments throughout the recruitment process, please do let us know. Eligibility to work in New Zealand is mandatory - this includes holding a valid work visa that covers the whole period of employment. Depending on the volume of applications received, we may close this advertisement early, so please submit your application as soon as possible. Due to high volumes, we are not engaging with recruitment agencies for this role.
• Rā katinga | Applications close
• at 11 : 59 pm on 9 October 2025.
• Me he pātai anō | For further enquiries
• , contact Desiree Brown - | Location : | Wellington |

#J-18808-Ljbffr