Maintenance Complaints Resolution Manager

Do you have a passion for providing exceptional customer service and resolving customer complaints?

Full time, Permanent opportunity based in our Manukau office

$96,227 salary per annum + 5 weeks paid annual leave + suite of benefits Te Whiwhinga Mahi | Our opportunity

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 be someone who can adapt to changing priorities and volumes of work.

Being a team player, you'll be able to 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 also essential skills needed to assist in managing complaints and analysing trends.

You will be able to relate to people from all walks of life and have strong written and verbal communication skills to be able to effectively manage communications required to understand and resolve complaints for our customers.

Nga pumanawatanga ou - What you will bring You'll have a wealth of experience providing excellent customer service and managing customer complaints, remaining professional, composed and resilient in challenging circumstances.

Experience / a qualification in a property or maintenance-related field is preferred.

You'll be a clear and effective communicator, with interpersonal and relationship management skills to match.

You'll be adept at identifying critical risks and issues that can arise from complaints and poor-quality responses.

Well-organised, you'll be proactive and a self-starter, hungry to improve our service and processes, and to tell this story to the organisation.

You'll be confident in the use of Microsoft Excel, with sound data management skills.

You'll have good attention to detail.

Nou 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

As a Kainga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need.

We want to ensure you are healthy and have work-life balance.

We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.

Mo matou - Our Organisation

At Kainga 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.

What is exciting about working for Kainga Ora is getting the chance to make a real and positive impact on New Zealanders' lives.

With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build the future of Aotearoa.

We are passionate about transforming New Zealand for the better.

That includes being a trusted partner for Maori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

O Tatou Uara - Our Values

Our values were developed by us, for us.

They unite us as an organisation and guide how we work every day.

Our values are : Manaakitanga - People at the Heart

Mahi Tahi - Better Together

Whanake - Be Bold