Complaints & Service Improvement Officer

4 weeks ago

Christchurch, New Zealand New Zealand Government Full time

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We’re working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business’ and achieve long-term change.

Complaints and Service Improvement Officer

**Location**: Christchurch

**Salary Starting From**: $62,670

**Reporting to**: Complaints and Service Improvement Supervisor

We are looking for someone to be part of the Service Improvement Team, providing operational support to the wider business, ensuring that the business can meet its regulatory obligations. The Service Improvement Team works together to identify areas for improvement, provide solutions, and implement change into the business, to ensure it is functioning at its best and providing a high-quality and consistent service to our regulated parties.

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.

The Complaints and Service Improvement Officer will provide support to the Service Improvement Team and wider operational business units, ensuring they are fully equipped with the knowledge, guidance and support they need to deliver. The role will also play a part in identifying any areas of improvement to reduce opportunities for complaints, privacy breaches and inconsistencies in national processes.

**Takohanga Matua | Key Accountabilities**:

- Providing support to the Supervisor, and wider Service Improvement Team to ensure the service delivery is being managed effectively.
- Maintain a thorough understanding and knowledge of the Arms Act and Arms Regulation requirements across all operational processes and functions.
- Accurately maintain records in the Complaints Register and/or Privacy Breach system.
- Prepare responses to various enquiries, praise or dissatisfactions, both internally and externally.
- Identify risks or lessons learnt from complaints and/or privacy breaches and escalate these as appropriate.
- Provide insights on operational processes to enable constructive feedback to staff.
- Establish and maintain strong and sustainable relationship within the team and with key stakeholders throughout the business.

**Qualifications / Requirements**:

- Relevant tertiary qualification is preferred.

**Pre-Employment Checks**:

- A standard vetting check is required.
- Drug and Alcohol Testing

**The following experience is desirable**:

- Experience collating and coordinating information.
- Experience working in a regulatory environment or in the public sector.
- High standard of verbal and written communication skills.
- Good computer literacy skills.
- Attention to detail and high levels of accuracy.
- Experience in report writing.
- Strong interpersonal skills alongside being able to be considerate when providing feedback to colleagues.
- Good research and analysis skills with the ability to take a system view of issues to resolve complaints.
- Ability to adapt well to change, and prioritise work effectively.

How to apply

Ka katia ngā tono ā te 5pm, Friday 8th September 2023 | Applications close 5pm, Friday 8th September 2023

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