Complaints Resolution Officer

# Complaints Resolution Officer at NZ Defence Force, Wellington - Wairarapa## Mō tēnei tūranga mahi | About this role**Mō te tūnga | About the role**The Complaints Resolution Unit is a newly established unit that centralises the management of and response to all service complaints, complaints about bullying, harassment and discrimination, and harmful sexual behaviour, and protected disclosures within the NZDF.As one of two Complaint Resolution Officers, your role is to receive, assess, triage and oversee all complaints through to resolution, ensuring the correct processes are followed to address and remedy them.You will be the initial point of contact for military personnel and civil staff wishing to report their concerns about harmful and unacceptable behaviour, and for military personnel who consider they have been wronged in the course of their service. You will offer guidance and advice to complainants and respondents as well as to NZDF senior leaders to ensure timely, fair, consistent and transparent resolution of complaints.This role is based in Wellington CBD but may require travel within New Zealand.**Ngā pūkenga me ngā wheako | Skills and Experience**To be successful in this role, you will be ready to operate effectively from day one, demonstrating confidence and sound judgement in ambiguous environments while building credibility and momentum for a newly established unit.Key experiences and skills include:* Demonstrated experience in complaints management, conflict resolution, and facilitating informal resolutions or investigations.* Sound knowledge of regulatory and compliance functions, and the ability to interpret and apply legislation and policy.* Ability to manage and coordinate case files, assess risk and complexity, and develop appropriate, well‐reasoned solutions.* Highly organised, emotionally intelligent, resilient, and reliable, with effective personal wellness strategies to sustain performance under pressure.* Demonstrated cultural competence, including an appreciation of te ao Māori, tikanga Māori, Te Tiriti o Waitangi, and the ability to work respectfully across a diverse NZDF community.* Proven ability to manage sensitive, confidential, and potentially offensive material with professionalism, discretion, and impartiality.* Strong interpersonal, relationship management, and stakeholder engagement skills, with the ability to de‐escalate high‐tension situations calmly and effectively.* Excellent written, analytical, and communication skills, with the ability to convey complex issues clearly and succinctly in plain English.A tertiary qualification or at least five years equivalent experience in a relevant field (such as military, psychology, investigation, social work, law, HR or personnel management) is essential. Graduate diploma in dispute/conflict resolution is desirable.The salary band for this role starts at $101,971 to $117,994 inclusive of the 4% superannuation contribution.**Nōu te rourou | What's in it for you**Your skills and dedication deserve recognition, and NZDF delivers with competitive pay matched to your experience. But that's just the beginning – safeguard your loved ones with a fully funded life cover of up to $300,000 and critical illness protection. Other benefits include discounted additional insurances, free will services and savings schemes for the Defence community. Get expert financial guidance and mortgage broker services. Find all our benefits and more on the Force 4 Families website.NZDF champions diversity and inclusivity, valuing every member and fuelling their success. We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence. With an open door to all – irrespective of gender, ethnicity, ability, age, or family dynamics – NZDF offers a flexible, empowering work environment. Join us in shaping a brighter future, where everyone thrives.**Me pēhea te tuku tono | How to Apply**Applications close on **Tuesday 14 July 2026**.Use the links on this page where you'll be directed to the Defence Careers website.**Please Note:*** All applications must be made online, via the Defence Careers website. Each listing contains the Position Description and a Contact Us option for any queries or technical issues.* Your cover letter will be a key part of our selection process, so please highlight how your experience relates to the key activities outlined in the Advert and Position Description.* Applicants will be required to undergo a pre-employment drug-screening test prior to any offer of employment being made.NZDF Employees/Members – please apply internally via the HR Toolkit; this will ensure that you are visible as an internal candidate.NZDF Contractors – please apply via the Defence Careers website.NZDF Reserves – please apply via the Defence Careers website if you cannot access the HR Toolkit.**Please Note:**To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria. Here's what you need to know:Higher Level Security Clearance* You **must** be a New Zealand citizen **or** you must hold New Zealand Permanent Residence **or** have a current New Zealand Residency Class Visa.* At minimum, you **must** hold New Zealand Permanent Residence **or** have a current New Zealand Residency Class Visa, **and** you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last ten (10) years.* You **must** have a ten (10) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level.If you do not meet the minimum criteria, unfortunately, your application will not be accepted. We do welcome your application at a time when you will meet the requirements.## Ngā taipitopito tūranga mahi | Job details| | || --- | --- || Employer: | NZ Defence Force || Location: | Wellington - Wairarapa || Position type: | Ongoing - Full Time || Category: | Legal & courts || Date listed: | 01-Jul-2026 || Salary range: | N/A || Closing date: | 14-Jul-2026 || Reference: | NZ/DF-2607002 || Attachment: | No File Attached || File links: | || Website: | www.nzdf.mil.nz/ | #J-18808-Ljbffr