Team Leader Feedback and Complaints

All vacancies of New ZealandCommunity Services & DevelopmentTeam Leader Feedback and Complaints

You will be working closely with, and supporting, a team of 8 Senior Advisor/Advisors  based in Wellington, however other locations across the country

Summary about this job

Child Welfare, Youth & Family Services

Company: Oranga Tamariki

Location: Wellington

Work type: Full Time

Salary: n\a

Phone: +64-6-777-3742

Fax: +64-7-904-5182

E-mail: n\a

Site:

Detail information about job Team Leader Feedback and Complaints. Terms and conditions vacancy

Job ID: 24562

Team Leader Feedback and Complaints, Policy and Organisational Strategy Wellington

  • Make a difference to New Zealand’s children and young people
  • Influence change at a strategic level
  • Support staff to provide excellent, client centred responses to feedback

Who are we?

At Oranga Tamariki—Ministry for Children we’re on a journey to ensure that all tamariki are in loving whānau and communities, and we want you to come on this journey with us.

Our vision is that New Zealand values the wellbeing of tamariki above all else.

We are dedicated to supporting any child in New Zealand whose wellbeing is at significant risk of harm now, or in the future. We also work with young people who may have offended, or are likely to offend.

We believe that in the right environment, with the right people surrounding and nurturing them, any child can, and should flourish. 

What your role will be?

The national Feedback and Complaints Team was established last year as part of the Ministry’s commitment to understanding how people interacting with Oranga Tamariki experience our service.

The team work to ensure people receive a timely, fair, robust and child-centric response to complaints, and to support leaders across the ministry to utlise the insights gained from the feedback we receive to improve how we work.

As a Team Leader Feedback and Complaints, Policy and Organisational Strategy, your key responsibilities will include:

  • Leading, managing, developing and supporting a number of Feedback and Complaints specialist advisors.
  • Relationship management with internal staff, clients and communities.
  • Manage, escalate and minimise risks.
  • Develop, maintain and improve processes.
  • Quality assurance to support a high standard of reporting and record keeping.

To be successful in this role, you will need to have:

  • Extensive people management experience.
  • A qualification in Social Work or a related field.
  • An understanding on child protection.
  • An understanding of complaints resolution.
  • Excellent client service skills and focus.
  • A commitment to service improvement.
  • Compassion, resilience and the ability to go the extra mile.
  • A positive, upbeat attitude.
  • The ability to travel from time to time and have a full clean driver’s licence.

For full details about this job, please check the position description below.

What is it the Feedback and Complaints team does?

You will be working closely with, and supporting, a team of 8 Senior Advisor/Advisors  based in Wellington, however other locations across the country may be considered for the right candidate. The team is responsible for gathering information on feedback and complaints received, looking into concerns and working alongside other Oranga Tamariki staff to resolve the matter effectively.

The team is also an escalation point for clients and leads the resolution of complex complaints received by the Ministry.

What’s on offer?

Our people are our most valuable asset, some of our benefits include:

  • Making this role your own.
  • A competitive market salary.
  • Contribution to study if relevant to your role.
  • Access to a generous Southern Cross health plan.
  • Flexible working hours.

How to apply?

Apply online with your CV, cover letter and any relevant qualifications today. Please note that only online applications will be accepted.

If you are an Oranga Tamariki employee already, please apply through your myHR portal. This will ensure your application is received internally.

Apply now as applications close on Thursday, 19 July 2018.

 

Position Description

http://www.msd.govt.nz/hr/documents/position-descriptions/mvcot/team-leader-feedback-and-complaints-position-description-june-18.pdf

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