Complaints Investigation and Privacy Officer (Whakarito Matatapu)

Job Description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey. Complaints Investigation and Privacy Officer (Whakarito Matatapu) Fairway Resolution – Christchurch, South Island We are looking for a Complaints Investigation & Privacy Officer (or CIPO as we fondly refer to them), to join our passionate and dedicated team, who get job satisfaction from the difference they make each day. The CIPO role has both internal and external focus, providing Fair Way with credibility by investigating and resolving complaints about the services we provide, ensuring Fair Way adheres to accepted privacy standards for current and future clients and identifying business process improvements that support and improve our service to customers. Fair Way strives to be a best practice leader in complaint management and privacy practices, and the CIPO role drives our strategy to achieve and maintain this positioning. This is a great opportunity for someone with a passion for managing complaints and delivering great customer service. No two days will be the same as you will also be across management of any related legal and privacy risks, including being proactive in leading our privacy management programme and complaints resolution process. In addition to being Fair Way's CIPO, you will also lead and support a small team of two Assistant CIPOs. This includes coaching, mentoring and developing team members, fostering a culture of collaboration and continuous improvement, and ensuring high-quality, customer-focused outcomes. You'll enjoy helping others succeed, building capability, and creating an environment where people can do their best work while delivering on Fair Way's commitment to fairness, empathy, and professionalism. To be successful in this role you will ideally have: A proven track record managing and responding to customer contacts and complaints. An understanding of the Privacy Act 2020 and related legislation. An understanding of dispute resolution processes and the benefits that arise from these processes so that these can be explained to the public in the context of complaints and privacy requests. Experience within a contact centre / service delivery environment with considerable customer service experience. Good questioning skills, employing empathy, resilience and understanding, as well as the ability to provide excellent customer service. Excellent oral and written communications skills. Relationship management skills that demonstrate integrity, empathy and innovation. The capacity to listen, test and adapt while applying professionalism and expertise. A tertiary qualification in a relevant subject such as Law or Dispute Resolution. Fair Way is a professional services company delivering specialist conflict management advice and service. Fair Way’s expertise lies in empowering organisations to manage conflict and to build relationships with internal and external stakeholders. What you need to know: We’re committed to the Treaty of Waitangi, and whilst we don’t expect you to be expert in this, we do expect our team to actively engage, learn, and grow their cultural capability and comfort, and we have a framework for this to occur within. We care about our people, and deeply about the work we do. With this comes an expectation that you bring your best, do your best and help others. Our values of Tika (Professionalism), Pono (Integrity), Mahi Tahi (Collaboration), Tōkeke(Fairness) and Aroha (Empathy) matter to us. We expect you to know what they mean to you and your commitment to these. Working with us: As part of the Fair Way whānau, you get to make over 100 new friends across our Auckland, Christchurch and Wellington offices. Our people thrive on making a difference each day and looking out for each other. We also offer: Competitive and transparent pay Life and income protection insurance An outstanding team and culture Cultural capability learning and growth opportunities #J-18808-Ljbffr