Customer Services Coordinator

• Christchurch - Hillmorton Health Campus - Specialist Mental Health Services (SMHS)
• Permanent full-time position working 40 hour per week
  

Health New Zealand | Te Whatu Ora is firmly grounded in the principles of Te Tiriti o Waitangi and is committed to building a health system that serves all New Zealanders.

We are seeking a highly organised and compassionate Customer Services Co-ordinator to join our Quality and Patient Safety Team within Specialist Mental Health Services (SMHS). This is a rewarding opportunity to contribute to improving health outcomes by supporting the management of consumer feedback, complaints, and quality improvement initiatives.

About the Role

As an integral member of the Quality and Patient Safety Team, you will coordinate and support the management and response of complaints and compliments across SMHS. You will ensure all feedback is handled in accordance with relevant legislation and organisational policies, while contributing to continuous quality improvement and patient safety. 

Key Responsibilities

• Coordinate investigation and responses to complaints and concerns in a professional and person‑centred manner
• Support early and effective complaint resolution across services
• Monitor investigations and prepare draft responses within statutory timeframes
• Escalate significant risks and issues to appropriate leaders
• Coordinate responses to external agencies, including the Health and Disability Commissioner
• Maintain accurate records within the complaints management system
• Analyse feedback data to identify trends, risks, and improvement opportunities
• Contribute to reports, audits, and service improvement initiatives
• Support privacy breach and information request activities
• Promote best‑practice complaint management and a positive, learning‑focused culture

About You

Essential:

• Knowledge and/or experience in the health or legal sectors
• Strong understanding of the New Zealand health environment and legislation
• Proven customer service experience, ideally in complex or sensitive settings
• Excellent interpersonal skills, with the ability to engage effectively with a diverse range of people, including those who may be distressed
• Strong organisational and time management skills, with the ability to meet deadlines under pressure
• Highly developed written communication skills with a person-centred approach
• Ability to work both independently and collaboratively

Desirable:

• Experience within the mental health sector
• Knowledge of Health NZ Waitaha Canterbury’s patient management systems and Microsoft Office applications
• Understanding of quality improvement methodologies in healthcare
• Experience working within large, complex organisations
• Skills in education delivery and facilitation
• Demonstrated understanding and application of Te Tiriti o Waitangi 

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities. 

How to Apply

To apply please click “apply now.” All applications must be submitted through our online careers’ portal. If you have any questions about the role, please contact Chantelle Marshall at Chantelle.Marshall@cdhb.health.nz

We will review applications as received and may proceed with the recruitment process, before the closing date of this advert.

Position description Apply now

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