Job Description

Complaint Facilitator – 12 Month Fixed Term

• Join this professional regulatory organisation committed to upholding high industry standards
• Be part of a knowledgeable and supportive team managing and resolving complaints
• Bring your excellent judgement and high standards of client service

Are you a motivated professional ready to make a meaningful impact? Join a dedicated team focused on maintaining the highest standards in a crucial sector that directly impacts public trust.

Mō te tūranga | About the role

Working as part of a friendly and collaborative team, you’ll contribute to effective resolution processes that support public confidence and protect consumer interests.

This is an exciting role where not only will you be managing multiple complaints, conducting assessments on next steps in the complaints process, you will also be working closely with complainants to test resolution suitability and assist them in the facilitation of a resolution with the industry professional they have complained about.

You’ll play a key role in managing formal complaints and industry reports. You’ll review and interpret information, recommend the appropriate regulatory response, and help ensure outcomes are fair, transparent, and well communicated. 

Ko koe tēnei | About you

We’re looking for someone who brings professionalism, resilience, and sound judgement. You’ll have proven experience in case management, conflict resolution ideally within a regulatory or compliance environment, and you’ll have the skills and systems in place to manage your workload within set timeliness and quality standards.

To succeed in this role, you will:

• Apply good judgement in assessing complex and sensitive matters
• Demonstrate your robust, efficient systems and processes
• Communicate confidently with stakeholders both over the phone and in writing
• Bring strong analytical and problem-solving skills, with the ability to interpret legislation and apply it in practice
• Build credibility and trust with people from diverse communities

A background in law or a legal qualification will be an advantage, but more importantly, you’ll demonstrate the ability to balance empathy with impartiality and ensure fair outcomes.

Ngā āhuatanga kei a mātou | What we offer

Become part of a supportive and professional team that values your contribution.

This is a rewarding and challenging environment with opportunities for growth and the flexibility to maintain a work-life balance.

Apply now

If you’re looking for a role where you can make a difference and build your expertise in complaint resolution, I’d love to hear from you!  We will be moving quickly on this role, so please get your application in as soon as possible.

Please apply via SEEK with your CV and cover letter. If you’d like to have a chat about this opportunity and/or a copy of the position description, please contact Maria Lyons on 021 403 855 or email maria.lyons@nicherecruitment.co.nz.

Eligible candidates will currently hold the right to work and reside permanently in New Zealand.