Case Officer

Job title: Case Officer

Company: Waitaki District Council


Job description: Discover a career with purpose at Waitaki District CouncilWaitaki District Council is dedicated to enhancing the quality of life for our 23,000 residents and creating a thriving, sustainable community. With a committed team of professionals, we provide essential services 24/7, ensuring the wellbeing of our district. We manage infrastructure, environmental conservation, community development, and regulatory services, responding to thousands of community interactions each year while proactively addressing local needs and challenges.We’re committed to specific goals and targets that emphasise our collaborative approach with iwi, local communities, other government sectors, and business partners. Together, living our organisational attitudes and behaviours, we will build a thriving one-team culture, enabling delivery of excellence in service for Waitaki.Mō tēnei tūranga mahi | About this roleAs a Case Officer, you will play a pivotal role in connecting customers with effective case resolution. Your responsibilities include promptly assessing cases, categorising requests, and creating management plans that align with Service Level Agreements (SLAs). Utilising institutional knowledge, CRM systems, and collaborating with subject matter experts, you will ensure cases are resolved thoroughly and efficiently.Managing a diverse portfolio, you will oversee case progress, maintain proactive communication with customers, and provide timely updates. You will identify when escalation is required and take swift action. By coordinating tasks with contractors, Council staff, and Locality Officers, you will ensure workflows remain efficient and resolutions are delivered effectively.He aha taau e kawe mai | What you’ll bring

• Qualifications and Experience: A relevant tertiary qualification (Diploma level or equivalent) or NCEA Level 2, and a full NZ Driver’s Licence. Extensive experience in delivering high-quality customer service in a professional setting and supporting official information requests under the Official Information Act 1982 or Local Government Official Information and Meetings Act 1987.
• Communication and Interpersonal Skills: Exceptional verbal and written communication skills, with the ability to effectively translate customer needs into actionable service requests. Proven expertise in problem-solving and conflict resolution, consistently maintaining a customer-focused approach.
• Technical and Organisational Skills: Skilled in accurately interpreting and applying technical information, policies, and processes, ensuring clarity for both internal and external stakeholders. Proven ability to manage multiple responsibilities and priorities effectively within dynamic and fast-paced environments.

We’re always open to secondments from other Local Government employers and across the wider public service. So, if you are interested in this role on a fixed term secondment basis and have your home agencies prior support, you’re welcome to contact us to discuss making this happen.Mo tātou | About usWaitaki District Council (WDC) is a dynamic and progressive local government organisation dedicated to serving the residents and communities of the Waitaki District. Our mission is to foster a thriving, innovative, and sustainable community through efficient and effective governance and service delivery.At WDC, we provide a wide range of essential services that contribute to the well-being and development of our district. These services include:

• Infrastructure and Environment: We manage and maintain roads, water supply, waste management, and recreational facilities, ensuring that our district’s infrastructure meets the needs of our growing community.
• Community and Economic Development: We support local businesses, tourism, and community initiatives, promoting economic growth and enhancing the quality of life for our residents.
• Regulatory Services: We ensure compliance with building, environmental, and public health standards to create a safe and healthy environment for all.
• Customer and Community Engagement: We actively engage with our community to understand their needs and provide high-quality customer service through various channels.

WDC is committed to continuous improvement, innovation, and collaboration, striving to be a leading council that makes Waitaki a better place to live, work, and visit. Join us in our mission to build a vibrant and prosperous future for our district.WDC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. International research tells us that women and people from minority groups don’t always apply for roles if they are concerned that they don’t meet every single one of the requirements. We’re open to talking to you about how your skills and experiences could be a great fit with what we need and what we’re trying to achieve.Me pēhea te tono | How to ApplyIf this position sounds like you, click apply now and submit a tailored Cover Letter and CV. Before confirmation of hire, pre-employment checks will be undertaken which may include references, credit check, drug and alcohol testing and police vetting prior to any written offer being made.All applications must be submitted online and will not be accepted directly via email.All applicants must have the right to work in New Zealand.Utu ā-tau | SalaryThe salary for this position will commence between $60,260 and $70,895 dependent on skills and experience relevant to the role.Applications close 15 January 2025, however, due to the possibility of a high number of applications, this role may close earlier.For any queries related to this position, please contact people@waitaki.govt.nzApplications close: 15 Jan 2025

Expected salary: $60260 – 70895 per year

Location: Oamaru, Otago

Job date: Thu, 19 Dec 2024 23:12:48 GMT

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