Customer Services Facilitator

• Christchurch – based at Manawa - Medical Surgical Division
• Fixed Term until 31st December 2026 - full-time position working 40 hours 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.

Are you passionate about improving the consumer experience and supporting high-quality healthcare services? We are seeking an experienced and compassionate Customer Services Facilitator to join the Medical Surgical Division at Christchurch Hospital.

This is an exciting opportunity to play a key role in facilitating the effective management and resolution of consumer complaints, supporting service improvement, and promoting a positive, consumer-focused culture across the division.

About the Role

Working closely with the Customer Services Manager, you will coordinate and facilitate complaint management activities in accordance with Health New Zealand Waitaha policies, the Health and Disability Services Consumers’ Rights Code, and relevant legislation.

You will work collaboratively with clinical and non-clinical teams to investigate complaints, support timely and effective resolution, identify opportunities for service improvement, and contribute to a culture that values consumer feedback and learning.

Key Responsibilities

• Facilitate the effective management of complaints and concerns across the Medical Surgical Division.
• Support services to resolve complaints promptly, objectively, and wherever possible, achieve low-level resolution.
• Assist with complaint investigations and prepare high-quality response drafts, including complaints of a clinical nature.
• Monitor complaint progress to ensure investigations and responses are completed within expected timeframes.
• Maintain comprehensive complaint records and ensure accurate data entry within Safety 1st and other reporting systems.
• Identify emerging themes, trends, risks, and service delivery issues arising from complaints and escalate appropriately.
• Build and maintain effective working relationships with internal stakeholders and external agencies, including the Nationwide Health & Disability Advocacy Service.
• Contribute to complaint data analysis and reporting to support quality improvement initiatives.
• Promote a positive consumer experience and support staff in developing practical strategies to prevent and manage consumer concerns.

About You

You will be an experienced health professional or health sector employee with a strong understanding of consumer rights, complaint resolution, and service improvement within a healthcare environment.

You will bring:

Essential Requirements

• Health professional background (current practising certificate not required).
• Understanding of the New Zealand health environment and relevant health legislation.
• Experience working with the public in a service-focused role.
• Excellent interpersonal, communication, and relationship management skills.
• Strong written communication and report writing abilities.
• Sound computer literacy and experience working with electronic systems.
• Ability to work independently while contributing positively within a multidisciplinary team.
• Strong organisational skills and the ability to manage multiple priorities effectively.

Desired Skills and Experience

• Knowledge and practical application of the Privacy Act 2020.
• Experience working within an acute or tertiary healthcare environment.
• Working knowledge of Health NZ Canterbury electronic health information systems.
• Understanding of quality improvement methodologies and implementation processes.

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 Kerri McCarthy at Kerri.McCarthy@TeWhatuOra.govt.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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