Complaints Custodian

at  Radio New Zealand

TE TŪRANGA – THE OPPORTUNITY

RNZ’s vision is “outstanding public media that matters” and this role plays a highly important part in ensuring fairness, objectivity, transparency and accountability, and the maintenance of public trust.

THIS IS A PART-TIME ROLE UP TO 32 HOURS BASED IN AUCKLAND OR WELLINGTON, BUT WE ARE OPEN TO FLEXIBILITY.

To apply for this role please complete your application on our careers site, including your covering letter and a CV.

Duties include:

• Developing and managing the system and processes for identifying, tracking and reporting on formal complaints.
• Managing the process for the response and resolution of formal audience complaints.
• Cooperating with editorial and content teams to respond to formal complaints
• Working closely with the Director, Editorial Quality and Training to lift knowledge and skills
• Recognising potentially sensitive content issues and acting appropriately
• Appraising the adequacy of the actions by management to correct reported matters; endorsing corrective action; or engaging with appropriate management on action that is considered inadequate, until there is a satisfactory resolution of the matter.
• Reporting findings to the executive team and board
• Monitoring RNZ’s policies and procedures for managing its relationship with audiences, particularly regarding complaints and recommend changes where required
• Advising senior managers on matters relating to editorial policy in the context of complaints
• Participating in any industry-related reforms, reviews and or new regulatory frameworks which have an impact on RNZ
• Managing RNZ’s response to Official Information Act requests
• Responsibility for some colleague