Maintenance Complaints Resolution Manager

Maintenance Complaints Resolution Manager

In this role, you will ensure maintenance-related customer complaints are accurately processed and resolved in a timely manner, working collaboratively with the Maintenance Supervisors, Maintenance Administrators, Tenancy Services and Maintenance Partners to ensure that the right customer outcomes are achieved.

No two days are the same in this busy role, so you’ll need to adapt to changing priorities and volumes of work. You’ll be a team player who can adjust to the needs of the team and support across the Complaints portfolio.

You will need to be able to analyse a variety of information across internal and external systems to identify root causes of complaints and resolve issues to the appropriate standard to meet our customers’ needs. Your keen eye for detail will ensure that system information is updated accurately and opportunities for improvement are identified. A sound knowledge of Excel and working with data in this format are essential skills needed to assist in managing complaints and analysing trends.

Ngā Pūmanawatanga Ōu - What You Will Bring

• Wealth of experience providing excellent customer service and managing customer complaints, remaining professional, composed and resilient in challenging circumstances.
• Experience or a qualification in a property or maintenance-related field is preferred.
• Clear and effective communicator, with interpersonal and relationship management skills.
• Adept at identifying critical risks and issues that can arise from complaints and poor-quality responses.
• Well-organised, proactive and a self-starter, hungry to improve our service and processes, and to tell this story to the organisation.
• Confident in the use of Microsoft Excel, with sound data management skills.
• Good attention to detail.

Nōu te rourou - What\'s in it for you?

We offer competitive salaries, five weeks\' annual leave and a benefits package including a range of insurances, flexible working arrangements and career development. These benefits are described in more detail here .

Mō mātou - Our Organisation

At Kāinga Ora, ours is the important responsibility of transforming New Zealand\'s housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive. We are committed to Te Tiriti o Waitangi and partnerships with Māori and iwi to protect and enable their rights, interests and aspirations.

Ō Tātou Uara - Our Values

Tūhono mai - Join us

To view the position description and apply for this role, please follow the online process via Applications close on Sunday 12 October 2025 by 11.55pm.

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