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 pathwayApply triage criteria and assess complaints, preparing recommendations for suitable complaint pathwaysDraft decisions for approval where appropriateUndertake resolution processes for referred mattersIdentify regulatory and disciplinary issues, ensuring effective and timely escalation of misconduct mattersManage expectations of all parties through timely and clear communicationMaintain regulatory knowledge to ensure consistent and accurate decisions.The Ideal Candidate will Bring:At least 1 year's work experience in conflict/complaint/dispute resolutionExpertise in legal/regulatory/compliance environmentsAbility to work with limited supervision, make decisions and work on own initiativeEffective communication skills to deal tactfully and sensitively with people at all levelsAbout the jobContract Type: PermanentSpecialism: Risk/ComplianceFocus: Risk/ComplianceIndustry: Public Sector and GovernmentWorkplace Type: HybridExperience Level: AssociateLocation: WellingtonSalary: NegotiableJob Reference: 2021230/001Date posted: 18 November 2024Consultant: Luke Gilbert
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