Complaints Custodian

Te Tūranga – The opportunity  

RNZ’s vision is “outstanding public media that matters” and this role plays a highly important part in ensuring fairness, objectivity, transparency and accountability, and the maintenance of public trust.

Te Mahi – About the job

You will be responsible for managing the response and resolution of formal complaints, working across RNZ to ensure we respond appropriately and with all due care to audience concerns.

Being able to engage with the audience appropriately is a key focus, as is working closely with the Director, editorial quality and training to help lift knowledge and skills at RNZ, while giving clear-eyed feedback to senior managers and the executive when issues arise.

Duties include:

• Developing and managing the system and processes for identifying, tracking and reporting on formal complaints.
• Managing the process for the response and resolution of formal audience complaints.
• Cooperating with editorial and content teams to respond to formal complaints
• Working closely with the Director, Editorial Quality and Training to lift knowledge and skills
• Recognising potentially sensitive content issues and acting appropriately
• Appraising the adequacy of the actions by management to correct reported matters; endorsing corrective action; or engaging with appropriate management on action that is considered inadequate, until there is a satisfactory resolution of the matter. 
• Reporting findings to the executive team and board
• Monitoring RNZ’s policies and procedures for managing its relationship with audiences, particularly regarding complaints and recommend changes where required
• Advising senior managers on matters relating to editorial policy in the context of complaints
• Participating in any industry-related reforms, reviews and or new regulatory frameworks which have an impact on RNZ
• Managing RNZ’s response to Official Information Act requests
• Responsibility for some colleagues

Ōu Pūkenga - About You

You will have:

• Extensive editorial/content making or comparable experience in a complaints-based body or regulatory field.
• Experience considering difficult editorial issues and responding to audiences;
• Experience developing and maintaining effective working relationships with external parties, most importantly the public.
• Ability to teach others and share your knowledge;
• Experience of Māori heritage or perspectives welcomed

Ngā Hua: What we offer

• A friendly, welcoming and inclusive team/organisation.
  
• Competitive salary.
  
• Will match an employee’s KiwiSaver contribution up to 4%.
  
• Comprehensive parental leave over and above standard legislation.
  
• RNZ supports work/life balance for our people including working from home initiatives where possible.
  
• Comprehensive wellbeing support including access to a confidential support, guidance and counselling service.
  

Te Ahurea – Our Culture

At RNZ we are committed to fostering an inclusive and constructive culture. This means creating a place where our people feel like they belong and can do their best work. We do this through our attitudes: Be Bold, Better Every Day and Extend Manaakitanga. 

This is a part-time role up to 32 hours based in Auckland or Wellington, but we are open to flexibility.

To apply for this role please complete your application on our careers site, including your covering letter and a CV.

Applications close:  29 November 2024 unless filled prior.  

RNZ is committed to the principles and practices of Equal Employment Opportunity and welcomes applicants reflecting New Zealand’s cultural and ethnic diversity.