Case Officer

Tēnei tūranga – About the role

Occupational Regulation is a cross-sector team responsible for several different occupational licensing and registration schemes, which currently includes Electrical Workers, Licensed Building Practitioners, Immigration Advisers, Motor Vehicle Traders, Auctioneers and Pool Inspectors. Over time, other licensing/registration schemes might come into or out of Occupational Regulation. 

The Case Officer is responsible for providing high quality administrative services in support of MBIE’s and statutory Boards complaint management functions. This includes providing secretarial support to statutory Boards and related groups (e.g. sub-committees), day-to-day administration that supports complaint case management, and assisting with investigative work where appropriate. 

The role may require travel throughout New Zealand from time to time which is, at times, outside of office hours.

Ngā herenga – Requirements of the role

Personal specifications

• Able to demonstrate a good level of computer literacy including Microsoft Word, Excel and Outlook.
• Good understanding of complaints processes.
• Able to demonstrate strong customer service experience in an external customer facing role.
• Ability to communicate information clearly, both orally and written, in a manner and style appropriate to the intended audience.
• Good time management skills, with proven ability to set priorities and meet deadlines under changing conditions.
• Proven ability to use initiative, sound judgement and discretion.
• Sets and maintains high standards and is consistent in producing high quality work.
• Demonstrates a working style that is professional and calm under pressure.
• Proactive approach with an ability to show initiative and work with minimum supervision.
• Ability to maintain a high degree of confidentiality and manage sensitive information.
• Ability to build constructive relationships with colleagues – be a team player.
• Ability to follow the rules governing schemes e.g. the entitlements of Board members to travel expenses and other entitlements is desirable.
• Good relationship management skills particularly in dealing with Board members who operate at a very senior level.
• A knowledge and understanding of obligations under the Privacy Act 1993 and keeps information confidential.
• Must have the legal right to live and work in New Zealand.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Complaints coordination

• Receive complaints, and processes these in accordance with Occupational Regulation processes, this includes the appropriate storage of complaints and notifying relevant parties.
• Establish hard copy files and soft copy files.
• Prepare and send appropriate acknowledgement letters and other required correspondence to complainants and respondents in a timely manner.
• Initiate any early inquiry work to assist investigations (where appropriate).
• Provide administrative support to investigators where required.
• Photocopy, scan and save reports and attachments, distributing these to relevant parties in a timely manner.
• General administration required for other tasks as and when they arise, e.g. audits, infringement notices.
• Coordinate file and documentation management (retrieval/sending files to records).
• Assist with the coordination of special/technical advisors for complaints. 

Board support

Effective and professional support to the Boards, including:

• Support Boards to consider complaints process e.g. organise in person or virtual meetings, prepare files to be considered by the Board, minute and publish Board Decisions, manage minutes and actions arising, support external parties and MBIE colleagues in their preparation/readiness for attending board meetings.
• Manage the end-to-end Complaints and Appeal Hearings process e.g. manage the Consolidated Fixtures Schedule, issue time sensitive documents.
• Manage relationships with all parties to complaints and appeals, manage incoming submissions from all parties, organise pre-hearing conferences, compile and distribute papers, attend hearings, proof and issue Board’s Decision.
• Support preparation for Board Meetings and any relevant subcommittee (e.g. draft agenda, load papers, arrange guest speakers, organise meeting logistics, distribute papers, record minutes, monitor outstanding actions and manage actions arising.
• Coordinate the Boards assigned to the Annual Work Programme and monitor tasks arising, draft update reports, action monthly tasks and assign and track delivery of actions (hold people to account).
• Receive, file and draft correspondence in consultation with the Board Chair.
• Develop, prepare, and provide support to the Chair in relation to running induction programmes for new Board members.
• Support the creation of the Annual Report.
• Other Board related duties as may be required.
• Overseeing logistical arrangements e.g. venues, travel, online meetings arrangements.
• Act as the liaison point with the Board Chairs, Board Members, Registrar/National Manager, MBIE legal team, and Tribunals if required.
• Develop and maintain an effective level of technical knowledge about complaint processing functions for all licensing schemes.
• Keep confidential information confidential.
• As required contributes to service improvement initiatives.
• Undertake any other duties as required by the Manager, Investigations.

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 Case Officer position reports into the Manager Investigations, Occupational Regulation within the Market Integrity branch. The branch sits within the Te Whakatairanga Service group.

More information about MBIE’s structure

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