Manager Complaints, Incidents and Enforcement

Te Tari Arotake Mātauranga | Education Review Office (ERO) are dedicated to diversity, equity, inclusion, health, and wellbeing. We welcome every gender, ethnicity, ability, religion, age, and background and encourage all our people to be their authentic selves. About this role This is a permanent leadership role responsible for overseeing ERO's complaints, incidents, and enforcement functions. Reporting to the Deputy Chief Executive, the role leads a team that manages complex complaints, monitors and responds to incidents, and supports enforcement actions to ensure regulatory expectations are upheld across the education system. The mandate focuses on ensuring complaints and incidents are managed in a timely, consistent, and transparent way, strengthening frameworks, processes, and quality assurance to support robust and fair outcomes. Working closely with internal teams and external stakeholders—including the Ministry of Education and other agencies—the person will ensure alignment across regulatory systems and contribute to continuous improvement. The role must also embed consistent national processes, strengthen risk management, and support system changes associated with wider education sector reforms over the next 6‑12 months. Responsibilities Oversee ERO's complaints, incidents, and enforcement functions. Lead a team managing complex complaints, monitoring and responding to incidents. Support enforcement actions to ensure regulatory expectations are upheld across the education system. Ensure complaints and incidents are managed in a timely, consistent, and transparent manner. Strengthen frameworks, processes, and quality assurance for fair outcomes. Work closely with internal teams and external stakeholders, including the Ministry of Education and other agencies. Support system changes associated with wider education sector reforms over the next 6‑12 months. Qualifications Experience leading teams in high‑risk, complex, or regulatory environments. Ability to manage sensitive issues, complaints, or incidents with sound judgement and integrity. Understanding of or willingness to learn about TeTiritioWaitangi, Tikanga, TeReo and TeAoMāori. Examples of building strong relationships across agencies and stakeholder groups. Demonstrated leadership capability, including influencing outcomes and leading through complexity. Ability to apply legislation, policy, and regulatory frameworks to real‑world situations. Experience improving processes, lifting consistency, and embedding quality assurance approaches. Ability to communicate clearly and confidently with a range of audiences, including in challenging situations. Understanding of public sector processes and machinery of government (desirable). Salary and Benefits Starting salary: $129,000 – $135,000 negotiable + superannuation. Develop and grow your career through coaching, training, study support, and secondments. City‑based offices that cater to a variety of working styles and needs. #J-18808-Ljbffr