Oranga Tamariki—Ministry for Children Looking for Senior Advisor Complaints at Titirangi, Auckland, New Zealand Full Time

• Fixed term or secondment opportunity until October 2024
• Utilise your excellent communication and resolution skills with whanau and kaimahi
• Contribute to continuous improvement of processes and practice
• Work in an environment where your values will align with the work you do

Mō mātou | About us

Oranga Tamariki—Ministry for Children has a commitment to putting tamariki and rangatahi at the heart of what we do. In our work, we aim to demonstrate these values:

• We put Tamariki first
• We believe Aroha is vital
• We respect the Mana of people
• We are Tika and Pono
• We value Whakapapa
• We recognise that Oranga is a journey

We are committed to ensuring that New Zealand is the best place in the world to be a child. We are also committed to ensuring Oranga Tamariki partners with hapū, iwi and Māori organisations to find appropriate solutions for tamariki in need.

Mō te tūnga | About the role

The Feedback Team is a crucial part of the feedback process within the organisation, ensuring that regions, sites, and teams are fully supported when receiving, reviewing, and responding to feedback.

The purpose of the roles is to undertake assessments, reviews and manage the outcome of complaints that have been referred to the Feedback and Complaints team. In addition, you will be asked to identify which areas of our policies and practice may need improving, as a result of findings from the complaint reviews.

There is a high focus on delivering a strong service culture and identifying opportunities for continuous improvement of our policies and practice through identifying issues within complaints.

The Senior Advisor Complaints Management roles are part of the drive to ensure we are delivering best practice of the management of complaints within Oranga Tamariki.

Ngā pūmanawatanga ōu | What you will bring

Key requirements of the role include:

• Ability to understand complex issues, scope a complaint, assess and manage the outcome through undertaking a review of the issues.
• Responsiveness to te ao Māori, tikanga Māori and Te Tiriti o Waitangi will be at the front of mind in all your work as will an understanding and appreciation of cross-cultural issues and concerns including Pacific peoples’ culture.
• Excellent communications and relationship building skills, and a willingness to engage with people and undertake difficult conversations.
• Ability to identify local issues and actively seek opportunities to improve the service we deliver
• A good understanding of the governance arrangements and public sector context within which Oranga Tamariki works and the ability to applies this understanding to judgement and decision making
• Sound knowledge of Oranga Tamariki Act 1989, the Vulnerable Children’s Act 2014 and other relevant legislation
• A full, clean and current NZ Driver’s Licence
• Understanding and appreciation of cross-cultural practices in particular; knowledge of tikanga Māori, and Pacific peoples’ culture

Nōu te rourou | What’s in it for you

Oranga Tamariki offer an impartial remuneration package, that offers progression annually for experience through tenure. Annual remuneration for this position starts between $103,316.00 and $114,351.00 dependant on experience. We offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. We offer significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi.

To see all the benefits of working for Oranga Tamariki, please visit

Me pēhea te tuku tono | How to Apply

Please note this role is only open to internal applicants, please apply using your Oranga Tamariki email login. If you have any questions about role, or would like to review the position description please contact

Application close date: 3rd November 2023

If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.