Senior Coordinator - Complaints
Core
Lead complaints resolution for Kāinga Ora contract service delivery, ensuring all complaints are created, issued, and resolved within KPI timeframes.
Role type
Senior Leadership Coordinator (Complaints Resolution)
Builds
High-quality outcomes for essential services (hospitals, data centres, defence partnerships) via reduced complaint numbers and improved resolution times.
Domain
Public services infrastructure (Australia/New Zealand)
Required skills
Team leadership and mentorship, KPI management, deadline adherence, high-volume process management, system and process optimization, internal/external correspondence, Microsoft Office (Outlook, Excel, Word), stakeholder liaison.
Preferred skills
Ability to think outside the box, strong work ethic, positive attitude.
Responsibilities
Provide leadership and mentorship to complaints coordinators for specific regions, act as an escalation point for complaint issues, train Service Delivery Partners on resolution processes, liaise with Kainga Ora management to resolve complaints, work with Trade Resource leadership to reduce complaint numbers and trending issues, collaborate with Service Delivery Partners to reduce trade-related complaints.
Seniority
Senior, hands-on IC with leadership mandate