Maintenance Complaints Resolution Managerat Kāinga Ora – Homes and Communities -
Kāinga Ora – Homes and Communities Auckland
Do you have a passion for providing exceptional customer service and resolving customer complaints?
Full time, Permanent opportunity based in our Manukau office $96,227 salary per annum + 5 weeks paid annual leave + suite of benefitsTe Whiwhinga Mahi | Our opportunityIn this role, you will ensure maintenance
A sound knowledge of Excel and working with data in this format are also essential skills needed to assist in managing complaints and analysing trends.You will be able to relate to people from all walks of life and have strong written and verbal communication skills to be able to effectively manage communications required to understand and resolve complaints for our customers.Ngā pūmanawatanga ōu
You'll be adept at identifying critical risks and issues that can arise from complaints and poor-quality responses.
Well-organised, you'll be proactive and a self-starter, hungry to improve our service and processes, and to tell this story to the organisation.
We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.Mō mātou
We are passionate about transforming New Zealand for the better.
That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.Ō Tātou Uara
Full time, Permanent opportunity based in our Manukau office $96,227 salary per annum + 5 weeks paid annual leave + suite of benefitsTe Whiwhinga Mahi | Our opportunityIn this role, you will ensure maintenance
- related customer complaints are accurately processed and resolved in a timely manner, working collaboratively with the Maintenance Supervisors, Maintenance Administrators, Tenancy Services and Maintenance Partners to ensure that the right customer outcomes are achieved.No two days are the same in this busy role, so you'll need to be someone who can adapt to changing priorities and volumes of work.
Being a team player, you'll be able to adjust to the needs of the team and support across the Complaints' portfolio.You will need to be able to analyse a variety of information across internal and external systems to identify root causes of complaints and resolve issues to the appropriate standard to meet our customers' needs.
Your keen eye for detail will ensure that system information is updated accurately and opportunities for improvement are identified.A sound knowledge of Excel and working with data in this format are also essential skills needed to assist in managing complaints and analysing trends.You will be able to relate to people from all walks of life and have strong written and verbal communication skills to be able to effectively manage communications required to understand and resolve complaints for our customers.Ngā pūmanawatanga ōu
- What you will bring You'll have a wealth of experience providing excellent customer service and managing customer complaints, remaining professional, composed and resilient in challenging circumstances.
Experience/a qualification in a property or maintenance-related field is preferred.
You'll be a clear and effective communicator, with interpersonal and relationship management skills to match.You'll be adept at identifying critical risks and issues that can arise from complaints and poor-quality responses.
Well-organised, you'll be proactive and a self-starter, hungry to improve our service and processes, and to tell this story to the organisation.
You'll be confident in the use of Microsoft Excel, with sound data management skills.
You'll have good attention to detail.Nōu te rourou- What's in it for you?We offer competitive salaries, five weeks' annual leave and a benefits package including a range of insurances, flexible working arrangements and career development.
- Homes and Communities employee, we want to make sure that you have all the tools and support you need.
We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.Mō mātou
- Our OrganisationAt Kāinga Ora, ours is the important responsibility of transforming New Zealand's housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives.
We are passionate about transforming New Zealand for the better.
That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.Ō Tātou Uara
- Our ValuesOur values were developed by us, for us.
They unite us as an organisation and guide how we work every day.
Our values are: Manaakitanga
- People at the Heart Mahi Tahi
- Better Together Whanake
- Be BoldTūhono mai
- Join usTo view the position description and apply for this role, please follow the online process via http://careers.kaingaora.govt.nz Please note: all applicants, including existing employees, need to follow this process.
If you have any questions, please email aash.karnawat@kaingaora.govt.nz Applications close on Sunday 12th October 2025 by 11.55pm.We value diversity and are committed to working with each other and our customers in an inclusive and respectful way.
We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.
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