Senior Advisor - Official Information

• Support and drive operational excellence and continuous improvement across Parks & Community Facilities and the Executive Office Community
• Work with the central customer resolutions team and wider networks, to implement and refine our team systems and processes in the handling of LGOIMAs and complaints
• Take ownership of the communication and management of complex issues, and multi department, high profile and high-risk information requests

He angitūtanga: The opportunity 

As Senior Customer Resolution and Official Information Advisor you’ll provide support to the Parks & Community Facilities (PCF) and pools and leisure departments in the management of complex, sensitive and high-risk requests and complaints end-to-end. This will include ownership of directorate, cross-department and PCF’s official information responses (LGOIMAs), making sure of appropriate redaction, statutory timeframes, quality outcomes, and well-considered, joined-up communications. 

You’ll take charge of the processes and systems for responding to customer issues and official information requests to ensure PCF provide exemplary service and met our statutory obligations. You’ll take an active role in setting up processes and systems for tracking and approval of requests, working closely with the central customer resolutions team and key PCF department staff to make sure our processes are seamless and efficient. 

You’ll use your intelligence and nous to respond to complex and high-risk requests within agreed timeframes and continually look for ways to improve our processes to ensure compliance and maximise efficiency.   

You’ll be joining a fast paced, solutions focused team committed to providing excellence in learning and development, customer response and continuous improvement.

He kōrero mōu: About you 

You’ll possess excellent verbal and written communication skills along with a proven record of collaborating and influencing others to deliver shared outcomes.  The ability to multi-task and manage your time well is a must, along with resilience and ability to perform and respond positively to high-pressure situations and sensitive information.  You place the customer at the centre of everything you do, have strong attention to detail, while being highly reliable and conscientious. The ability to work accurately and at pace will be one of your key strengths. 

As a team player, you’ll have strong networking skills and the ability to work with a wide variety of stakeholders both within the Community Directorate and across council.

Ngā āhuatanga kei a mātou: What we offer 

This role involves working with a large stakeholder group, so you’ll have the chance to grow your networks across council and get exposure to a variety of roles and mahi. You’ll also have the opportunity to share your knowledge and experience in customer response with the rest of the team.

In return for your hard work, you can expect a flexible and supportive work environment, and a great team and manager. Ehara taku toa, he takitahi, he toa takitini My success is not mine alone, but the success of many.

If you can demonstrate these qualities and this sounds like your next career move, please apply. Tell us why you’re interested and apply via the link. 

Please note, formal title is Senior Customer Resolution and Official Information Advisor

Please use this link to view a copy of the position description. 

Applications close Tuesday, 17th March 2026

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.