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Operations Adviser - Complaints Response

Department of Corrections
Job Category:
Customer services
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

Location: Wellington 
Recruitment Contact:


Corrections are a highly motivated organisation focused on keeping our communities safe and changing lives – our passion for making a difference is incredible.  The work is highly stimulating, exposing you to a wide range of issues requiring critical thinking.  Whilst we are a large and complex organisation, we are a united workforce driving for change

This position is within our Corrections Services Group in National Office.  The purpose of the position is to effectively manage, log and further investigate complaints.  You will operate as part of the complaints resolution process by managing calls in a manner that defuses situations and supports effective communication and resolution.  Calls can be received from prisoners, community-based offenders, defendants, and members of the public through a dedicated phone line and therefore can be diverse in nature and at times challenging.

To be effective in this role you will need to be resilient, impartial and resourceful to undertake additional enquiries.   You will liaise with a diverse range of stakeholders encompassing lawyers, police, the Inspectorate and custodial staff, therefore you will be someone who has excellent communication skills, is not easily rattled and possesses the ability to think through problems as presented.  This will mean escalating by seeing the big picture when appropriate, working quickly in a busy environment and adhering to process.  Due to the fast pace nature of this environment you will be self-sufficient in managing your work load. 

Working in a team of four you will love working in a high trust/high accountability environment where no two days are the same.  You will learn on the job so attention to detail and quick thinking will stand you in good stead.  This role will not be for the faint hearted, you must be resilient and able to manage confidential and highly sensitive information.  This is an exciting and rewarding opportunity where your mature approach will be valued.

There is potential to be involved in some project work which complements this role.

Corrections embrace diversity and are committed to an inclusive workplace.  We recognise and celebrate the uniqueness of individuals and celebrate the collective talent of all employees.
All applications must be submitted online via our recruitment system. Please note: Applications that are emailed directly will NOT be considered.

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