Complaints Assessor- Aged Care

Be part of a skilled and passionate team
Full-time & permanent positions
Location - Auckland CBD or Wellington CBD
Ko wai tatou | Who we are
The purpose of the Health and Disability Commissioner (HDC) is to promote and protect health and disability services consumers' rights and to facilitate the fair and efficient resolution of complaints relating to infringement of those rights.

As New Zealand's health watchdog, the Commissioner is involved in a wide spectrum of health concerns to ensure accountability in the healthcare system and promote high standards of care.

Mo tenei turanga mahi | About this role
The Aged Care Commissioner has a wide-ranging role that focuses on all health and disability care delivered to older people nationwide, in order to drive quality improvement and provide advocacy for better health and disability services for older people in Aotearoa New Zealand.

This is an exciting opportunity to join the HDC Complaints Assessment Team (CAT) as a Complaints Assessor with a mandate to support our Aged Care portfolio. However, the role will include work across the varied spectrum of complaints received by HDC.

Whilst this role reports to the CAT Leadership Team, applicants are expected to work closely with those in our Aged Care Team, including the Aged Care Commissioner and Principal Advisor, to promote and protect the rights of older adults.

You will analyse and present new complaints, draft letters, review responses and clinical information, and engage with consumers and providers. You will resolve complaints that are suitable for early resolution and refer others on for further investigation.

Ko nga- mea ka hiahiatia e koe kia angitu- te haere | What you'll need to be successful:
; Excellent writing skills - including the ability to communicate with people from a wide cross-section of the community
; Exceptional phone skills and calm and professional approach, with a kind, empathetic manner
; Resilience to difficult subject matter
; Proven ability to identify and solve problems
; Enthusiasm for, and a genuine interest in, the health and disability sector
; An appropriate tertiary qualification (health, disability, or law) and/or a clinical background. (It is desirable but not essential that the clinical background is in the context of care of the older person)
; At least two years' relevant work experience, preferably more
Awhe utu - Salary range

As part of our remuneration framework the base salary range for the position is from $61,600 to $77,000. Note: KiwiSaver / employer contribution is in additional to your base salary. We offer a range of benefits including:

Four weeks annual leave and 15 days sick leave
EAP service
; Flexible working opportunities, including working from home (3 Days in the office and up to 2 days at home)
Discounts on health insurance
Learning and professional development opportunities
If you're keen to see the direct impact your contribution can have for the health and disability sector, this is your opportunity to see the positive outcomes first hand.

View the Position Description for Complaints Assessor - Aged care here

All applicants must complete the online HDC application form to be considered. Applications can be submitted via https://www.hdc.org.nz/careers/. Your CV and Cover Letter can be attached within the application.

E-mail enquiries to recruitment@hdc.org.nz

Applications for this role close on 20 August 2025..