As a Complaints Facilitator, your role will be integral in managing formal complaints and industry reports regarding potential breaches of regulations and rules. You will be tasked with accurately collecting information from involved parties, assessing complaints, drafting decisions for approval, and undertaking resolution processes as needed.
You will have proven experience in conflict, complaint resolution, case management, dealing with challenging behaviour, conversation and information management and you will be looking for your next role in a supportive and collaborative organisation.
What You'll Do:
Accurately collect information from both parties to assess appropriate complaint management pathway
Apply triage criteria and assess complaints, preparing recommendations for suitable complaint pathways
Draft decisions for approval where appropriate
Undertake resolution processes for referred matters
Identify regulatory and disciplinary issues, ensuring effective and timely escalation of misconduct matters
Manage expectations of all parties through timely and clear communication
Maintain regulatory knowledge to ensure consistent and accurate decisions.
The Ideal Candidate will Bring:
At least 1 year's work experience in conflict/complaint/dispute resolution
Expertise in legal/regulatory/compliance environments
Ability to work with limited supervision, make decisions and work on own initiative
Effective communication skills to deal tactfully and sensitively with people at all levels
About the job
Contract Type: Permanent
Specialism: Risk/Compliance
Focus: Risk/Compliance
Industry: Public Sector and Government
Workplace Type: Hybrid
Experience Level: Associate
Location: Wellington
Salary: Negotiable
Job Reference: 2021230/001
Date posted: 18 November 2024
Consultant: Luke Gilbert
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