Team Leader, Complaints Assessment

  • ClassificationPrivate practice
  • Salary$95,000 ~ $120,000
  • Work typePermanent
  • LocationAuckland, New Zealand
  • Posted on14 Dec 2018
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The Health and Disability Commissioner promotes and protects the rights of health and disability services consumers and facilitates the fair and efficient resolution of complaints relating to infringements of those rights. 
The principal role of the Team Leader is to provide leadership, coaching and management to staff and is accountable for the timely and quality delivery of Complaints Assessment goals.
The role:
Key Responsibilities:
Leadership and Management

  • Providing effective leadership and management to assigned teams, ensuring agreed targets are met and complaints are processed in a timely manner
  • Managing and maintaining overall day to day complaints assessment activities and monitoring resources needed to ensure the effective and efficient function of assigned teams
  • Resolving any issues or conflict and foster a team environment, both within the immediate team and the organisation as a whole
  • Allocating work to team members
  • Managing and undertaking HR functions such as recruitment, training, support and performance management in accordance with organisational policy
  • Providing support and development to team members to enhance individual, team and organisation performance

Service Management

  • Ensuring staff practice is in accordance with HDC complaints assessment quality standards, procedures and quality assurance processes
  • Providing operational reporting on performance of the entire team to the Deputy Commissioner, Complaints Resolution
  • Ensuring that ECDS and other IT tools are being used appropriately and that complaints and appropriate information is uploaded accurately and in a timely manner
  • Monitoring the case management system and complaints assessment 
  • Ensuring complaints resolution services are culturally appropriate to Maori and are accessible to people with disabilities and consumers

This diverse role requires:

  • a positive and solution-focussed attitude;
  • experience in team/staff management;
  • a calm and professional approach;
  • a proven ability to work under pressure and meet deadlines;
  • highly developed oral and written skills and a demonstrated focus on quality;
  • a sound understanding of the Health and Disability sector and consumer rights issues,  and
  • a relevant tertiary qualification.

 Relationship Management and Education

  • Establishing and maintaining excellent relations and networks with key external stakeholders, including Advocacy services, registration authorities, District Inspectors, Coroners, Ministry of Health , ACC and expert advisors
  • Undertaking relevant education and promotional presentations as required to promote the Act and Code of Rights

You are expected to have an understanding and acceptance of the principles of the Treaty of Waitangi to ensure a culturally appropriate service.
All applications can be submitted via the button below, and must include a CV and cover letter .  Email to: 
Applications for this role close at 4.30pm, Friday 14 December 2018.

Established in 1994, Niche has been a premier provider of specialist talent to the New Zealand market for over twenty years, gaining an excellent reputation across both the public and private sectors as well as the charity/NGO sector. Specialising in recruitment for the human resources, legal, policy and marketing/communications verticals, Niche supports the full career life-cycle from graduate and support roles through to technical specialist, middle management and executive posts.    Further information on Niche can be found on our website


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