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Complaint Facilitator

3 months ago

Wellington City, New Zealand New Zealand Government Full time

Join an organisation that is committed to supporting high standards of conduct in the real estate sector
- Be part of a team dealing with complaints
- Seeking experience in complaint management, real estate and diverse perspectives

Real Estate Authority - Te Mana Papawhenua The Real Estate Authority (REA) is the independent government agency that regulates the New Zealand Real Estate profession. Our purpose is to promote and protect the interests of consumers in real estate transactions and promote public confidence in the performance of real estate agency work.
REA is a high performing respected conduct regulator with a critical role in the real estate sector. We license real estate agents, oversee the code of conduct, continuing professional development and the complaints and discipline process. We are a proactive, evidence-led regulator committed to supporting high standards of conduct in the profession and protecting consumer interests. We strive to understand and serve the needs of New Zealand's diverse communities in all of our work.
REA offers a diverse and inclusive work environment. We welcome people who bring a range of perspectives, skills and experience.
The Role
The Complaint Facilitator is responsible for the effective and efficient handling of formal complaints and industry reports regarding possible breaches of the Real Estate Agents Act, regulations, and rules. This includes helping to assess the appropriate regulatory response to matters, making recommendations for complaint closure under Registrar decisions, referring cases to a Complaints Assessment Committee (CAC) or resolving complaints, where appropriate.
This role makes up a part of the Complaints Assessment, Resolution and Referral team.
About You
You will have proven experience in conflict, complaint or dispute resolution and be looking for your next role in a supportive and collaborative organisation. Having a relevant tertiary qualification, certification in resolution or mediation is also desirable.

**You'll have**:

- At least 1 years' work experience in conflict, complaint/case management.
- A high level of knowledge or experience in legal, regulatory, compliance or complaint management environments.
- Knowledge of the Real Estate Agents Act and its related regulations and codes (or the ability to gain such knowledge quickly).
- Ability to work with people from across New Zealand's diverse communities

**Benefits**:
The REA team is welcoming, super friendly, collaborative and committed to making a difference for New Zealand. You can expect rewarding and complex work in an exciting sector that is critical to New Zealand. A great central Wellington CBD location, commitment to staff professional development and flexible working are amongst many benefits of joining the REA team
Please let us know if you have any specific access needs to allow you to participate in our recruitment process.

**To Apply**:
Closing date 10 April 2024
Please note, you must have a legal right to work in New Zealand. Successful appointment is conditional upon police vetting and qualification checks.