Customer Resolution and Official Information Advisor

.

• Support transparency and accountability across Auckland Council 


• Work with diverse stakeholders in a high-impact role 


• Flexible working and great Council benefits 


• Permanent full-time opportunity

He angitūtanga: The opportunity 

Are you highly organised, detail-focused, and comfortable working in a fast-paced environment? Auckland Council’s Stakeholder and Partnerships team is seeking a Customer Resolution and Official Information Advisor to support the coordination and management of official information requests, formal complaints, and customer feedback across the Resilience & Infrastructure directorate. 

You’ll be part of a collaborative team that helps ensure responses are accurate, timely, and compliant, while supporting internal stakeholders to deliver high-quality outcomes. 

This is a role where your process discipline, judgement, and communication skills contribute directly to transparency, accountability, and continuous improvement across Auckland Council. 

You’ll work within established frameworks and workflows, supporting stakeholders and helping strengthen consistency, efficiency, and quality across high-volume processes. 

This is a hybrid role, with the ability to work some days from home  

You could expect to: 

• Coordinate and manage official information requests (LGOIMA), formal complaints, and customer feedback, ensuring statutory timeframes and service standards are met. 


• Review and quality-check responses and supporting information, ensuring accuracy, consistency, and compliance. 


• Support internal stakeholders by providing guidance, advice, and training to enable high-quality and compliant responses. 


• Maintain strong attention to detail while tracking activity and identifying trends to support informed decision-making. 

He kōrero mōu: About you 

You thrive in structured environments, enjoy working collaboratively with others, and take pride in delivering accurate, high-quality work. You bring strong organisational skills, sound judgement, and the resilience to manage competing priorities in a complex environment. 

You bring: 

• Experience working in roles requiring coordination, process management, or customer support. 


• Strong organisational skills and the ability to manage multiple workflows simultaneously. 


• Excellent interpersonal and communication skills, with confidence working across teams and stakeholders. 


• High attention to detail. 


• Tech-savvy and confident learning new systems - able to quickly pick up tools, processes, and platforms. 

Ngā āhuatanga kei a mātou: What we offer 

Auckland Council is the largest local government organisation in Oceania, serving more than 1.7 million people and helping shape the future of Tāmaki Makaurau. 

We offer flexible working options where possible and a range of benefits, including: 

• Access to Auckland Council benefits and partnership discounts 


• Employee Assistance Programme (EAP) 


• Oranga Day 


• Discounted Leisure Centre membership 

View a snapshot of some of our employee benefits here:  

https://drive.google.com/file/d/1HCrGnm_Fy1RMrhSkvVZaf3GPtZDk3BLd/view?usp=sharing 

We are a diverse organisation – we value diversity in our thinking, and we can only achieve that with a diverse team! 

Ehara taku toa, he takitahi, he toa takitini - My success is not mine alone, but the success of many. 

Tono Mai: Apply Now! 

You can find the position description here 

Applications close: Monday 31st August 2026

Please note: Qualification Checks will be conducted along with other relevant pre-employment checks required for employment with Auckland Council. 

Our employer Kiwisaver contribution is additional to base salary offered. 

Auckland Council is committed to protecting your privacy in accordance with the Privacy Act 2020. We collect personal information directly from you and, where relevant for the purpose of assessing you for employment, and employing you as part of the transport reform process, from third parties such as referees, previous employers (including Auckland Transport) recruitment agencies, and background checking providers.

By applying for this role, you consent to Council obtaining a reference from your current employer, including information about any active conduct investigations and current performance management processes, if you are the preferred candidate. Reference checks will only be undertaken at the preferred candidate stage. Any non-active performance or conduct matters may also be discussed with referees as part of the reference checking process.

If you do not consent to this information being provided, Council may be unable to properly assess your application and your application will not progress further. If you wish to withhold your consent, or to access or correct your personal information, please contact the Privacy Officer at [email protected].

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

#workingforauckland