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Maintenance Complaints Resolution Manager

4 months ago

Auckland City, New Zealand New Zealand Government Full time

Do you have a passion for providing exceptional customer service and resolving customer complaints?
- Full Time Permanent opportunity based in our Manukau office
- $92,211 salary per annum + 5 weeks' paid annual leave + Other suite of benefits

Mō mātou - Our Organisation
At Kāinga 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 Kāinga 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 Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.
Ko tā mātou mahi - Our Role
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 Customer 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.
Ngā pūmanawatanga ōu - 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 advantageous
- 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

Nōu te rourou - What's in it for you?
As a Kāinga 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.
Ō Tātou 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

Tūhono mai - Join us
Applications close Wednesday 6th September 2023.
We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.