Customer Resolution and Official Information Advisor

About the Role

Join Auckland Council's Stakeholder and Partnerships team as a Customer Resolution and Official Information Advisor, focusing on managing official information requests, formal complaints, and customer feedback within the Resilience & Infrastructure directorate. This crucial role involves ensuring timely, accurate, and compliant responses while collaborating with internal stakeholders to uphold transparency and accountability.

Key Responsibilities

• Manage and coordinate official information requests under LGOIMA, formal complaints, and customer feedback, ensuring compliance with statutory deadlines and service standards.
• Review and quality-assure response documents and supporting materials for accuracy, consistency, and adherence to regulations.
• Provide advisory support, guidance, and training to internal teams to facilitate high-quality, compliant responses.
• Maintain meticulous records, track activities, and identify trends to enable informed decision-making and process improvements.

Candidate Profile

The ideal candidate is highly organized, detail-oriented, and thrives in structured, fast-paced environments. They demonstrate excellent judgment, resilience in handling competing priorities, and possess strong collaborative communication skills.

• Previous experience in coordination, process management, or customer support roles.
• Ability to handle multiple workflows and maintain strong organizational efficiency.
• Excellent interpersonal and communication skills suited for cross-team collaboration.
• High level of attention to detail.
• Technologically adept, with a capacity to quickly learn new systems, tools, and platforms.

Work Environment and Benefits

Auckland Council is the largest local government body in Oceania, supporting a population of over 1.7 million and contributing to the future of Tāmaki Makaurau. This permanent, full-time position offers a hybrid working model with opportunities to work remotely on some days.

• Flexible work arrangements.
• Access to various employee benefits including partnership discounts, an Employee Assistance Programme (EAP), Oranga Day, and discounted leisure centre memberships.

Additional Information

Applications close on Monday, 31st August 2026. Auckland Council conducts qualification and other pre-employment checks as part of the hiring process. Successful applicants should consent to reference checks, including current employer references regarding performance or conduct matters.

The council values diversity and inclusion, ensuring equitable employment opportunities. Applicants needing support during recruitment should indicate this during application.

Privacy is protected under the Privacy Act 2020, with personal information collected directly or from third parties for recruitment purposes.