Triage Officer Ministry of Business, Innovation and Employment location Auckland.

About the role the Triage Officer reports to the Manager Triage and Allocation, Employment Services branch, which is part of the Te Whakatairanga Service Delivery business group. The position is part of the team who are responsible for the triage, evaluation and allocation of contacts (complaints, requests, reports and applications) on behalf of Employment Services' regulatory functions and the delivery of reporting to inform compliance activity decisions.

This will include carrying out their functions to a high standard and in accordance with national consistency practice, operational policy and business process frameworks. Triaging and allocation of complaints, reports of exploitation, requests for resolution, enquiries and applications. Ensuring quality and consistency in decision making and handling.

Analysing complex data and information to reach conclusions. Identifying the appropriate regulatory response to each complaint or request for service and ensuring service delivery timeframes are met. Working as a team to ensure quality and consistency of advice and practices.

Skills and experience required a proven track record of experience in front line response, triage and/or allocation functions, complaint management, case management or similar. Good knowledge of the relevant legislation, operational policy, practice frameworks and business processes. Knowledge of the Employment Relations Act and its related regulations and codes (or an ability to gain such knowledge quickly).

Strong analytical ability and sound judgment. Listening empathetically to people's needs and concerns while remaining firm and professional as an impartial regulator. Strong written communication, specifically writing clear and complete reports and recommendations. Managing conflicting priorities and ensuring that commitments, complaints or requests are addressed within efficient and acceptable timeframes. Must have legal right to live and work in NZ.

About MBIE is the lead agency for making it easier for business to work with government.  MBIE's purpose is to grow the New Zealand economy to provide a better standard of living for all New Zealanders.