Digital Harm Resolution Officer

About Netsafe and Role

Netsafe is dedicated to fostering a safer and more positive online environment for New Zealanders, driven by core values of trust, care, and connection. This position offers a permanent role as a Digital Harm Resolution Officer, working in a contact centre setting with rostered shifts. You can work remotely from anywhere in New Zealand with support in IT equipment and home office setup, along with exceptional wellbeing benefits, including a four-day workweek after probation.

Key Responsibilities

• Provide high-quality, client-focused service via phone, email, and SMS to support individuals impacted by online harm.
• Offer expert advice and practical tools enabling self-resolution of issues.
• Interpret and explain relevant laws and dispute resolution procedures in an accessible manner.
• Collaborate with online platforms, industry partners, and government bodies to accelerate issue resolution.
• Employ alternative dispute resolution methods such as conciliation and investigation to settle conflicts.

Candidate Profile and Qualifications

• Hold a tertiary qualification in a related field or possess equivalent practical experience.
• Bring at least three years of experience in customer service or support roles, ideally within a metrics-driven environment.
• Exhibit excellent verbal and written communication skills adaptable to diverse audiences.
• Demonstrate strong interpersonal abilities to quickly establish trust, credibility, and rapport.
• Have capability to empower clients through clear, effective processes that enhance understanding and reduce recurrence of issues.
• Be adept at analyzing complex data, summarizing key insights, making informed decisions, and obtaining stakeholder agreement.
• Be well-organized to manage multiple priorities across various communication channels effectively.
• Possess proficiency with Microsoft Office suite and familiarity with social media platforms.

Preferred Additional Skills

• Experience working in a Contact Centre environment.
• Training or qualifications in alternative dispute resolution (ADR).
• Understanding of legislation like the Harmful Digital Communications Act and Privacy Act.
• Awareness of the online safety landscape and industry challenges.
• Knowledge of the Treaty of Waitangi principles in service delivery contexts.

Additional Information

The role requires travel to Auckland for induction and training at Netsafe’s expense. Netsafe encourages applications from candidates with varying experiences and backgrounds and may retain applicants' information for future opportunities unless otherwise requested. Applications must be submitted by email; applications via social media or other platforms will not be accepted.