Complaint Facilitator

Mō tēnei tūranga mahi | About this role

Complaint Facilitator – fixed term contract 12-18 months

• Join an organisation committed to supporting high standards of conduct in the real estate sector
• Be part of a team managing and assessing and resolving complaints
• Seeking a client focussed professional with experience in regulatory complaint management, communication, conversation management, risk identification, and diverse perspectives.

Real Estate Authority – Te Mana Papawhenua

The Real Estate Authority (REA) is the independent government agency that regulates the New Zealand Real Estate profession. Our purpose is to promote and protect the interests of consumers in real estate transactions and promote public confidence in the performance of real estate agency work.

REA is a high performing and respected conduct regulator with a critical role in the real estate sector. We license real estate agents, oversee the code of conduct, continuing professional development and the complaints and discipline process. We are a proactive, evidence-led regulator committed to supporting high standards of conduct in the profession and protecting consumer interests. We strive to understand and serve the needs of New Zealand's diverse communities in all of our work.

REA offers a diverse and inclusive work environment. We welcome people who bring a range of perspectives, skills, and experience.

The Role

The Complaint Facilitator is responsible for the effective and efficient handling of formal complaints and industry reports regarding possible breaches of the Real Estate Agents Act, Regulations, and Rules. This includes helping to assess the appropriate regulatory response to matters, making recommendations for complaint closure under Registrar decisions, referring cases to a Complaints Assessment Committee (CAC) or resolving complaints, where appropriate.

This role makes up a part of the Complaints Assessment, Resolution and Referral team.

About You

You will have proven experience in conflict, complaint resolution, case management, dealing with challenging behaviour, conversation and information management and you will be looking for your next role in a supportive and collaborative organisation.

You'll have:

• At least 1 years' work experience in conflict and/or complaint resolution/case management processes and are used to hitting the ground running.
• A high level of knowledge and experience in a legal, regulatory compliance and/or complaint management environments.
• Experience in legislative interpretation, knowledge of the Real Estate Agents Act and its related Regulations, Rules, and Code of Conduct (or the ability to gain such knowledge quickly).
• Ability to work with people from across New Zealand's diverse communities

We encourage you to apply even if you feel you don't meet all of the selection criteria so we can consider your suitability for the role or other suitable opportunities at REA.

Benefits

The REA team is welcoming, super friendly, collaborative, and committed to making a difference for New Zealand.  You can expect rewarding and complex work in an exciting sector that is critical to New Zealand. A great central Wellington CBD location, commitment to staff professional development and flexible working are amongst the many benefits of joining the REA team! 

Please let us know if you have any specific access needs to allow you to participate in our recruitment process.

To Apply:

Please direct any queries and send your CV, Cover Letter, and a completed application form to recruitment@rea.govt.nz

The job description and application form can be found on the REA website: https://www.rea.govt.nz/the-real-estate-authority/work-for-us/

Closing date 17 October 2024

Please note, you must have a confirmed legal right to work in New Zealand. Successful appointment is conditional upon police vetting and qualification checks.