Fire and Emergency New Zealand
About the role
The Behaviour and Conduct Office (BCO) is the centre of excellence for values-based behaviour which includes :
- Proactively setting standards
- Providing education to reduce unwanted behaviour
- Effectively managing complaints to address unwanted behaviours
- Working with individuals and groups to positively restore working relationships
As a member of the Complaints Team you'll play a pivotal role in the Behaviour and Conduct Office at Fire and Emergency NZ.
You'll provide advice, support and end to end management of enquiries and complaints.
Working alongside the Complaints Manager you'll coordinate and track the progress of issues and complaints to ensure the required service levels are met or adjusted for unforeseen circumstances.
This is a busy role where you will need to be comfortable to roll up your sleeves and do everything from administration support right through to the assessments of confidential complaints.
Day to day you'll :
- Identify where there is a need for wrap around support for parties involved in a complaint and coordinating the delivery of this through others
- Complete accurate recording and documentation of all case progress and communication, and ensuring data is accurately held for reporting
- Conduct an initial assessment of enquiries and complaints against agreed criteria
- Ensure confidentiality of information & documentation is maintained at all times according to information management protocols
This position is based at NHQ in Wellington, but we welcome applications from people located anywhere in the country if you are able to travel to the Wellington office on at least a quarterly basis.
The Behaviour and Conduct Office provides flexible working options for people based across the regions and has team members across the country.
This role is covered by the Fire and Emergency New Zealand COVID-19 Vaccination Policy, with effect from 28 February 2022.
This means that it is a requirement that this role is undertaken by a fully vaccinated person (or a person who holds a valid exemption issued by the Director-General of Health).
What you'll bring to the role :
- Experience in researching, analysing information and risk management
- A professional empathetic approach with the ability to be able to deal with people in a heightened emotional state
- Strong organisational skills and the ability to be resilient and efficient
- Strong relationships and ability to deal with continually changing needs and requirements on a day to day basis
- Experience working with sensitive and confidential information and the ability to apply sound judgement to different situations
- The ability to establish effective and strong relationships with individuals and groups and will also contribute to ongoing process and procedural improvement of framework, approach and processes for investigations
- Strong administrative skills to the role to ensure the accurate recording of information and progress throughout the complaints process.
So if you're looking for chance to put your diverse skill set to use in an organisation dedicated to helping our communities, then we'll provide you with a unique opportunity to utilise your knowledge within a supportive team.