Complaints & Service Improv. Supervisor

2 weeks ago

Christchurch, Canterbury, New Zealand New Zealand Police Full time

Complaints and Service Improvement Supervisor

Location:
Christchurch

Starting from $73,207

Reporting to:
Service Improvement Manager

Team Leader/Manager


We are seeking a Complaints and Service Improvement Supervisor, with proven experience working collaboratively across a business to coordinate and implement improved service-related solutions.


Mō te tūnga | About the role


The purpose of Te Tari Pūreke, Firearms Safety Authority business unit is to enable New Zealand to be a world leader in arms safety through an effective regulatory and administrative approach to the Arms Act and Arms Regulations.

Established to lead, operate, and develop investment in modernisation of the firearms system, which will result in a more efficient and effective risk-based licensing system, introduction of comprehensive performance indicators, and shall improve public confidence in the firearms licensing system.

The modernisation of the Arms Regulatory System will take every opportunity to prevent harm through transparent, high quality, consistent, legislatively correct, and effective regulatory activities, administration, education, and promotion of compliance with the provisions of the Arms Act and Arms Regulations.


The Regulator will earn trust and confidence by working together in partnership with other policing groups, iwi, the firearms community, wider New Zealand public and other agencies and organisations to achieve collective impact.


To support the delivery of these outcomes the Complaints and Service Improvement Supervisor will take a fair and objective view of complaints received, and research and coordinate responses to our regulated parties.

This role will also provide support to the wider business and Regulatory Service Improvement Group, and will look for opportunities for areas of service improvement that enables Te Tari Pūreke to be a responsive and effective Regulator.


Takohanga Matua | Key Accountabilities:

  • Lead the Complaints and Service Improvement Officers, ensuring they are enabled to provide support across our operational business as required.
  • Lead the firearms complaints function by coordinating responses, undertaking research and escalating to the appropriate areas of the business as required to ensure responses are factual and resolved in a timely manner.
  • Ensure any areas of risk identified through complaints or privacy breaches are escalated to the Te Tari Pūreke Risks and Issues Group.
  • Ensure operating procedures and service delivery timeframes are in place and actively ensure staff are aware and compliant with service delivery requirements.
  • Complete internal control checks and quality assurance processes across all complaints and privacy breaches.
  • Support the Service Improvement Manager and wider team, on the implementation of new initiatives or process changes.
  • Maintain and ensure the team have a thorough understanding and knowledge of the Arms Act and Arms Regulation requirements across all internal processes and services.
  • Establish and maintain appropriate internal and external working relationships with District Arms Offices, Service Centre Teams, and other key individuals at the appropriate level.
  • Use interpersonal skills effectively in group and individual situations.

Qualifications / Requirements:

  • Relevant tertiary qualification, or equivalent experience preferred.
  • Applicants need to be New Zealand Permanent Residents

Pre-Employment Checks:

  • A standard vetting check is required.

Experience is to include:

  • Workforce planning and work allocation experience.
  • Experience working in a regulatory environment desirable.
  • Experience working and/or supervising complaints resolution review and process.
  • Experience in report writing.
  • Experience researching, analysing and summarising information.
  • An understanding of regulatory and compliance function and purpose.
  • Understanding of the public sector.
  • Good computer literacy skills.
  • Attention to detail and high levels of accuracy.
  • High standard of verbal and written communication skills.
  • Strong interpersonal skills to be able to provide feedback to colleagues in a considerate manner.
  • Good research and analysis skills with the ability to take a system view of issues to resolve complaints.
  • Experience as a Team Leader preferred.


We will ask you questions based on "How we will deliver Our Business - Core Competencies" and the appropriate role level.

To view the position description for this role, copy and paste this URL into your browser:
**_Applications close 5pm, Thursday 15 June 2023._

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