Tenancy Bond Officer
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Tēnei tūranga – About the role
The Tenancy Bond Services team administers the Government's largest trust fund and provides assurance to tenants and landlords that their bonds are safe and secure. The Tenancy Bond Officer plays a key role in ensuring timely and accurate processing of residential tenancy bond transactions. The key things the role will deliver are:
- High efficiency and accuracy in processing bond lodgements and bond refunds
- Maintaining client information in the relevant Tenancy databases
- Perform other service functions that support the day-to-day operation of Tenancy Bond Services and the wider Tenancy Services.
Ngā herenga – Requirements of the role
Personal specifications
- A strong customer centric focus
- Effective communication skills, both written and oral
- Competent user of the MS Office suite, particularly Word, Excel and Outlook
- Experience or qualification in receipting, data processing and /or in a service delivery environment
- The ability to efficiently resolve issues and problem solve
- Consistently meets or exceeds required quality standards
- Is self-motivated and reliable
- Able to actively contribute to the improvement of standards, systems and processes
- The legal right to live and work in New Zealand.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Customer focus
- Resolve customer enquiries on the first contact through sound analytical problem solving, decision making and judgement and effective communication
- Delivering quality, accurate, timely service and customer focussed solutions
- Identifying opportunities for continuous improvement that benefit the customer and will improve service delivery
- Building and delivering solutions that meet customer expectations
- Establishing and maintaining effective customer relationships
- Perform administration, financial management and customer service duties relating to tenancy bond administration
- Participate in continuous business improvement discussions entailing changes to process and functions.
Decision quality
- Making sound decisions, even in the absence of complete information
- Relying on an appropriate mix of analysis, wisdom, experience and judgement to make valid and reliable decisions
- Considering all relevant factors and using appropriate decision-making criteria and principles, taking calculated risks where required
- Actively uses Pro-map as a support tool in achieving processing requirements
- Accurate and timely information management practices including entering data, reporting on workload and case management processes and outcomes (ensuring data integrity)
- Manage any risk of a privacy breach through approved internal quality checks
- Identify and proactively manage and/or escalate risks regarding processing of applications and decisions
- Manage all application related material securely in accordance with the Privacy Act 1993 taking care to protect client's information.
Wellbeing, health & safety
- Displays commitment through actively supporting all safety and wellbeing initiatives
- Ensures own and others safety at all times
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting
- Reports all incidents/accidents, including near misses in a timely fashion
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Tenancy Bond Officer position reports into the Team Lead, Tenancy Bond Services within the Building and Tenancy branch. The branch sits within the Te Whakatairanga group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
