Senior Coordinator Complaints

We currently have an opportunity for aSenior Co-ordinator-Complaints Resolution. Join our team and play a key role inensuring that all complaints are created issued and resolved within in the KPI time frame for all work toSenior Trades Resource Manager youll help deliver high-quality outcomes that support our essential services.

Te Kōwhiringa The Opportunity

The Senior Co-ordinator-Complaints Resolution is a leadership role within the Trades Resource Team and will work with a range of business departments to actively resolve and reduce complaints received as part of the Kāinga Ora Contract service delivery.

Job Context
The Senior Co-ordinator-Complaints Resolution will

• Provide Leadership and mentorship of the complaints co-ordinators for region 9 and Region4/5.

• Act as an escalation point for any complaint related issues.

• Train Service Delivery Partners in the complaints resolution processes.

• Liase with Kainga Ora complaints and management team to resolve complaints.

• Work with the Trade Resource leadership team as well as the wider contract team to actively reduce complaint nos/ resolution timeframes and trending issues.

• Work with Service Delivery Partners to reduce trade related complaints.

Nga pūkenga matua Important Skills (experience required)

• Experience in a structured fast-paced role.

• Experience in managing a team and delivering KPI outcomes.

• Experience in meeting deadlines.

• Experience in a high-volume role.

• Strong system and processes capability.

• Experience in a Senior Leadership role for more than 24months.

• Preparing internal and external correspondence.

• Knowledge of Microsoft Office especially Outlook intermediate to advanced.

• Knowledge of Excel and Word an advantage.

• Excellent communication skills.

• Ability to think outside the box.

More than anything youll bring a strong work ethic a positive attitude and a commitment to delivering high-quality outcomes for our clients.

Ko wai mātou Our Organisation

At Downer we plan create and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships we manage critical infrastructure that keeps communities thriving.

Ko te take ka parekareka e koe ki te mahi ki kōnei Why you will enjoy working here

Were proud of our high-performance culture and commitment to diversity offering:

• Training and development to support and diversify your career.

• With 30% of vacancies filled internally youll find real opportunities to advance your career.

• : healthcare discounts great savings on retail purchases car purchases and much more.

• Employee Assistance Program: professional support for you and your family when you need it most.

You want your work to matter and so do we. With over 26000 people across Australia New Zealand and the Pacific our team is made up of individuals with unique perspectives backgrounds and ideas.

We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.

Were committed to building a team that reflects the diverse communities we serve and we welcome people of all ages genders sexual orientations cultures abilities and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry including women Aboriginal and Torres Strait Islander Peoples Māori and Pasifika Peoples veterans people with disability and neurodivergent individuals. Even if your experience doesnt align perfectly with this role wed still like to hear from you. If it feels like the right fit apply - potential counts and so do you.

If you need support or adjustments through the recruitment process just let us know were here to help you put your best foot forward.

Me pēhea ki te tono How to apply
Click APPLY and please include your CV.The reference number for this role is730736.

We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement please talk to our team.