Customer Services Facilitator

Part-time position - 24 hours per week ideally worked across four days (there

will potentially be more hours available in the future)Health New Zealand | Te Whatu Ora is firmly grounded in

the principles of Te Tiriti o Waitangi and is committed to building a health

system that serves all New Zealanders.

About the role

We are seeking a motivated and professional Customer Services Facilitator to

join the Medical Surgical Division at Christchurch Hospital.

In this role, you

will work closely with the Customer Services Manager to ensure effective

management of complaints, in line with the Health NZ Canterbury Complaints

Policy, the Health and Disability Services Consumers - Rights Code, and

associated legislation.

This is a unique opportunity to make a meaningful impact by

supporting patients, whanau, and staff to resolve concerns and complaints in a

constructive and timely way.

You will also contribute to understanding the

consumer experience and identifying opportunities for service improvement.

Key responsibilities include :

• Receiving,

reviewing, and supporting timely responses to complaints in a

professional, consumer-focused manner.

• Assisting

with investigations and drafting responses, particularly for clinical

complaints.

• Maintaining

accurate and comprehensive records of complaint activities in Safety 1st.

• Monitoring

complaint progress, identifying risks, and escalating where required.

• Building

and maintaining positive relationships with internal stakeholders,

advocacy services, and external agencies.

• Contributing

to the analysis of complaint data to identify trends and quality

improvement opportunities.About you

To be successful in this role, you will bring :

Essential :

health professional background (a current practising certificate is not

required).

• Knowledge

of the New Zealand health environment and health-related legislation.

• Experience

working with the public in a service-focused role.

• Strong

interpersonal and communication skills, with the ability to engage

effectively with diverse groups.

• Sound

computer literacy and report writing skills.

• The

ability to work both independently and as part of a collaborative team.Desired :

• Knowledge

of the Privacy Act 2020.

• Experience

in the acute / tertiary health sector.

• Familiarity

with Health NZ Canterbury electronic health systems.

• Understanding

of quality improvement and implementation processes.Working at Health

New Zealand

Health New Zealand | Te Whatu Ora

is dedicated to ensuring excellent healthcare for the people of New Zealand.

We

embrace a workforce that is diverse and inclusive so that we are better

positioned to understand and service our community.

We welcome applications from our

diverse Maori, Pacific, disabled, and rainbow communities.

How to Apply

To apply please click - apply now.

• All applications must be

submitted through our online career - s portal.

If you have any questions

about the role, please contact Kerri McCarthy at

We will review applications as

received and may proceed with the recruitment process, before the closing date

of this advert.