Principal Complaints Officer

7 days ago

Wellington City, New Zealand New Zealand Government Full time

Mō te tūnga | About the role
You will lead the newly established NZDF complaints unit which centralises the management and response of all military complaints within the NZDF and complaints of bullying, harassment, and discrimination from military and civilian staff. Your team will triage and process all complaints, ensuring the correct processes are followed to address and remedy any complaint received.
You will provide expertise and guidance to ensure the timely, fair, consistent and transparent resolution of complaints. You will establish complaints resolution processes and ensure ongoing adherence to best practice by overseeing the training of NZDF personnel and the audit of NZDF processes.
This is an interesting new role where you can make a significant impact to improve how the NZDF responds to complaints.
This role is based in Wellington CBD. Once you have undergone training and are up to speed, there is the option of working from home up to two days a week.
Ngā pūkenga me ngā wheako | Skills and Experience
You will have a strong background in conflict resolution and complaint case management with proven experience developing and embedding transparent, user-centric processes in a complex system. You will have well developed interpersonal, communication and influencing skills, with the ability to provide advice and engagement at all levels of the organisation.

**You will also have**:

- An understanding and appreciation of cross cultural issues, including knowledge of Tikanga, Te Ao Maori and Te Tiriti of Waitangi.
- The ability to diplomatically negotiate outcomes under conflicting priorities and perspectives across various stakeholders.
- Expertise in managing workplace issues, particularly discrimination, harassment and bullying.
- Experience working with sensitive, personal complaints and issues with the ability to respond with appropriate empathy and judgement.
- Experience working with statutory obligations/ legislative environment.
- Experience in process/ service delivery development, including monitoring performance and reporting.
- Knowledge of Health and Safety at Work Act 2015.

A Graduate diploma in dispute/conflict resolution and/or membership/registration with arbitrators and mediators institute of New Zealand is highly advantageous but not essential.
This role requires occasional domestic travel to the NZDF's Camps and Bases to engage with key stakeholders. You need to have a Class 1 Full Driver's Licence.
Nōu te rourou | What's in it for you
Your skills and dedication deserve recognition, and NZDF delivers with competitive pay matched to your experience. But that's just the beginning - safeguard your loved ones with a fully funded life cover of up to $300,000 and critical illness protection. Other benefits include discounted additional insurances, free will services and savings schemes for the Defence community. Get expert financial guidance and mortgage broker services. Find all our benefits and more on the Force 4 Families website.
NZDF champions diversity and inclusivity, valuing every member and fuelling their success. We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence. With an open door to all - irrespective of gender, ethnicity, ability, age, or family dynamics - NZDF offers a flexible, empowering work environment. Join us in shaping a brighter future, where everyone thrives.
Me pēhea te tuku tono | How to Apply
Applications close on Tuesday 9 July 2024.
Use the links on this page where you'll be directed to the Defence Careers website.

**Please Note**:

- Your cover letter will be a key part of our selection process, so please highlight how your experience relates to the key activities outlined in the Advert and Position Description.
- Applicants will be required to undergo a pre-employment drug-screening test prior to any offer of employment being made.

**Please Note**:
To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria. Here's what you need to know:
Higher Level Security Clearance
- You must be a New Zealand citizen or you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa.
- At minimum, you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa, and you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last ten (10) years.
- You must have a ten (10) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level.

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