Complaints Assessor- Aged Care
- Wellington
- Permanent
- Full-time
- Help protect the rights of older people in Aotearoa. Join a team committed to fairness, dignity, and quality care in the aged care sector and wider HDC network.
- Full-time & permanent positions
- Location — Auckland CBD or Wellington CBD
The purpose of the Health and Disability Commissioner (HDC) is to promote and protect health and disability services consumers' rights and to facilitate the fair and efficient resolution of complaints relating to infringement of those rights.As New Zealand's health watchdog, the Commissioner is involved in a wide spectrum of health concerns to ensure accountability in the healthcare system and promote high standards of care.Mō tēnei tūranga mahi | About this roleThis is a unique opportunity to join the Complaints Assessment Team (CAT) as a Complaints Assessor with a focus on aged care. You'll play a key role in supporting the work of the Aged Care Commissioner, who leads advocacy and quality improvement efforts for older people across Aotearoa. While your primary focus will be on complaints involving aged care services, you'll also work across the broader spectrum of health and disability complaints received by HDC.You'll assess new complaints, draft clear and empathetic correspondence, review clinical and provider responses, and engage directly with consumers and providers to support resolution. You'll work closely with the Aged Care Commissioner, Principal Advisor, and CAT leadership to ensure older people's rights are upheld and their voices are heard. This is a meaningful role where your work will directly contribute to better outcomes for some of the most vulnerable members of our communities.Ko ngā mea ka hiahiatia e koe kia angitū te haere | What you'll need to be successful:We're looking for someone who is thoughtful, empathetic, and detail-oriented — someone who can communicate clearly and calmly, even when the subject matter is sensitive or complex.You'll bring:
- Excellent writing and communication skills
- The ability to engage with people from a wide range of backgrounds
- A calm, professional, and empathetic approach to complaints.
- Resilience when working with challenging or emotional content
- Strong problem-solving and analytical skills
- A genuine interest in aged care, health, disability, and consumer rights
- A relevant tertiary qualification (health, disability, or law preferred)
- A clinical background in aged care is desirable but not essential
- At least two years' relevant experience in complaints, investigations, or a related area
- Four weeks annual leave and 15 days sick leave
- EAP service and professional supervision
- Flexible working opportunities, including working from home (minimum of 3 Days in the office and up to 2 days at home)
- Discounts on health insurance
- Learning and professional development opportunities