Will consider applicants from anywhere in New Zealand - working remotely
The purpose of this role is to provide exceptional customer service as part of the national team responsible for the effective and efficient handling of nation-wide enquiries and requests for advocacy support.
The Contact team are often the first point of contact and experience of an advocacy service by members of the public who:
- have enquiries or may be seeking support with understanding their options,
- learning about our service and resolving their concerns following an interaction with a health or disability service
- contacted our service as a last resort
Key Accountabilities
- Answer, assess and respond to inbound calls, emails or website enquiries, in a timely and efficient manner.
This entails identifying the customer needs by:
- Assessing information provided by them; seeking understanding and clarification of their needs and determining with them the next steps in supporting resolution of their enquiry
- Capturing essential information and recording this within the CRM to minimise duplication of resources and effort
- Referring to the appropriate service pathway (Self-Advocacy, Advocacy support, or providing clarification of consumer needs and enabling them to access support from an alternative appropriate agency).
- Develop and maintain collaborative working relationships with the customer service team nationally, advocates, service leads and other internal stakeholders
- Actively contribute to the development and success of the Customer Service team
- Promote the Advocacy Service through providing customers with accurate information, authentic support and understanding of next steps
- Act within accordance of the Trusts policies and procedures.
Health and Safety
- Ensures own safety and the safety of others
- Follows all NAT policies and ‘best practice’ safe work procedures, practices, and instructions
- Immediately reports all work related hazards, accidents, incidents, near misses, injuries, and illness as required
- Ensure work area is free of potential hazards
- The Trust takes a proactive approach to meeting its obligations and in providing a safe and inclusive work environment
- All employee’s experience the Advocacy service as being a good employer committed to their wellbeing.
Personal Development
- Proactively seeks out opportunities to enhance knowledge and capability through experiential and self-directed learning. If required, and in agreement with their manager, attends relevant professional courses and programs
- Supported to achieve professional growth including contemporary knowledge of advocacy systems, as agreed and documented with their manager.
General
- Any other duties as and when required to ensure continuity of service delivery.
Te Tiriti O Waitangi
The National Advocacy Trust recognises Te Tiriti o Waitangi as the founding document for Aotearoa and our obligations as an employer who is committed to being Te Tiriti partner.
We are dedicated to upholding the principles of Te Tiriti o Waitangi, fostering genuine partnerships with Māori communities, and actively working towards achieving equity and social justice for all.
We recognise and respect tino rangatiratanga - leadership by tangata whenua and the right to exercise self-determination.
Through our intentions and actions, we respect the values of:
Manaakitanga - acknowledgment of mana of others and demonstrating mutual respect and care.
Whakawhanaungatanga – collective wellbeing and relationships, connecting and relating to others.
Wairuatanga - respect for the world views, values, and spiritual beliefs of tangata whenua and other cultures.
As part of our wider service commitment to Te Tiriti, you are willing to develop and build your own confidence and capability to contribute to the Trust’s strategic intention and wider vision to be a treaty-responsive service
Knowledge and Skills Required
Essential
- Emotional Intelligence – understanding and awareness of yourself, applies empathy, self-regulation, and effective communication in building strong relationships with teams and stakeholders
- Delivering against accountabilities to a high standard over a sustained period
- Excellent organisational skills, and time management to meet targets within set timeframes.
- Proven ability to manage daily tasks in an organised and professional manner; work without direct supervision, seeking appropriate guidance when required
- Capable of working without direct supervision, seeking guidance when required
- Ability to be flexible but knows own limitations
- Ability to be remain objective and always maintain clear professional boundaries.
- Able to use modern office work tools proficiently (MS Suite, CRM)
- Demonstrates ownership for their own actions, is self-motivated and can work within a remote office setting
- Acts with integrity, experienced in maintaining confidentiality of others, honesty, ethical practice, impartiality, and ability to work within professional boundaries.
Preferred
- Has a natural curiosity to explore and examine areas of practice.
- Strong organisation skills, aptitude to manage competing priorities and resilience.
- Approachable, responsive, and accessible to others.
- Presents self professionally and dresses appropriately for audience / activities of the day.
- Perceptive and understands the needs of others, confident and can moderate own behaviour to support others
Competencies
Assessment
Ability to conduct thorough assessment of a consumer’s enquiry/complaint, their needs and strengths and options to support their preferred outcome.
Planning and Implementation
Developing and implementing evidence based or agreed best practice interventions tailored to diverse populations.
Ethical Practice
Commitment to ethical practices, transparency, and accountability in all aspects of service performance. Practice is consistent with organisational values and consumer expectations.
Cultural Competency
Commitment to developing culturally diverse service, and the ability to act inclusively, respecting the values and perspectives of all employee’s, consumers, and communities.
Collaborative
Consciously enables shared decision-making, seeks diverse perspectives, and collective input. Demonstrates capacity to empower others through appropriate techniques and enabling others to contribute meaningfully.
Communication
Applies an open and transparent communication style, creates an environment where information flows freely and feedback is encouraged, fostering mutual respect and teamwork
Please use the APPLY FOR THIS POSITION above or through the SEEK page with your cover letter and CV with 3 referees (one must be current Manager).
