Customer Response & Official Information Specialist

Date: 21 Nov 2023

Location: Central Auckland, NZ, 1010

Company: Auckland Council

  • Exciting opportunity for candidates looking to further their complaints management career
  • Opportunity to move into a niche role in a highly capable team
  • Rewarding work looking after diverse portfolios
  • Hybrid working environment


He angitūtanga: The opportunity
This role is a collaborative and pivotal function within Regulatory Services. It ensures Auckland Council meets its obligations under the Local Government Official Information and Meetings Act 1987 (LGOIMA), as well as addressing formal complaints. Joining a team of 7, the position requires active participation in continuous improvement initiatives, fostering a culture of ongoing development. As the primary point of contact for internal business partners, responsibilities include assessing, interpreting and assigning complaints and LGOIMA requests, while managing a dedicated portfolio. The role demands initiative and methodical judgment in managing responses to complex complaints and official information requests.


Efficient planning and scheduling within defined Customer Response Management (CRM) parameters are essential components of this position. Regular reporting and engaging with assigned stakeholders are key aspects of this role, as well as providing support and advice through training initiatives and contributing to policy and process development. Meeting statutory timeframes and  contributing to continuous knowledge-sharing within the team are key aspects of this role.


Click link to access Position Description.



He kōrero mōu: About you
To thrive in this role, a tertiary qualification in a relevant discipline such as public policy, Regulatory Compliance, Customer Service, or Business is essential. You should bring a minimum of five years' relevant experience in legal, regulatory, policy, or customer services roles, with at least two years in a large, complex organization or an ambiguous and political environment involving challenging customers. Knowledge and understanding of the LGOIMA and Privacy Acts, alongside a solid grasp of local government legislation are preferred skills to have.


Demonstrating a track record of strong customer service delivery, you should be skilled in delivering business improvement programs, fostering robust relationships, and enhancing capability through mentoring and training. Possessing intermediate knowledge of Microsoft Office, SAP, reporting tools, and document management systems is essential for effective multitasking and time management. Excellent interpersonal skills are a must, showcasing your ability to collaborate with others and achieve shared outcomes. Your resilience and capacity to perform positively in high-pressure situations, especially when dealing with sensitive information, will be critical.


In addition to being self-motivated and adaptable, you should exhibit a high degree of political acumen, patience, diplomacy, discretion, and negotiation skills. Attention to detail is paramount, and a good understanding of tikanga Māori, Te Ao Māori, and Te Tiriti o Waitangi is expected. Your excellent verbal and written communication skills, gained through providing advice to a range of stakeholders in plain English, should enable you to confidently present information to key stakeholders.


Ngā āhuatanga kei a mātou: What we offer 
Auckland Council is one of the largest local authorities in the South Pacific providing essential services and facilities to more than 1.6 million people. We are progressive socially, culturally and environmentally while we work towards creating change having an impact on our journey to becoming a city we are proud of for our ratepayers and residents.


In return for your hard work, you will be rewarded with a competitive salary and be a part of a friendly and collaborative team that is dedicated to our customers. You will receive dedicated training and development so that you become a professional expert in building compliance. On top of this, as part of our Auckland Council Group, you will gain access to many benefits and discounts. Click link to find out more about our employee benefits package.


Ehara taku toa, he takitahi, he toa takitini My success is not mine alone, but the success of many.

So, if you are looking for a new professional challenge and are ready to take the next step in your career, apply now with your cover letter and CV!


Applications close Sunday 12 December 2023
Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.


Auckland Council strongly encourages our employees to be fully vaccinated.