Support Officer

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Tēnei tūranga – About the role

The Support Officer is a team member position within the Chief Operating Office Branch in MBIE. The Support Officer will bring their business understanding and perspective to work in partnership with their manager and other staff. The Support Officer is responsible for providing administrative support for visa processing activities in the office and ensuring the quality and consistency of advice and practices in relation to their contribution to the team’s work.

Ngā herenga – Requirements of the role

Personal specifications

  • Ability to work effectively without direct supervision.
  • Ability to manage and organise fluctuating workloads in a fast paced and ever-changing environment.
  • Experience in using information systems and computer technology.
  • A positive attitude working with people of different cultures, gender and abilities.
  • Effective written and oral communication.
  • Effective data entry skills.
  • Ability to develop trust and credibility with managers and staff.
  • Ability to deliver high quality accurate work and meet deadlines.
  • Understands the role within MBIE and how it contributes to MBIE’s purpose.
  • Must be a NZ citizen or hold a New Zealand permanent resident visa.
  • Credit check required.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Administration support

Providing support in relation to the receipt and coordination of visa applications or other information including:

  • Data entry.
  • Visa label management.
  • Banking and finance systems.
  • Coordinating mail.
  • Accurately remitting and recording any visa applications or documentation.

Review information

Check and coordinate information/documentation in accordance with office procedures including:

  • Following the established processes for visa application processing in line with Standard Operating Procedures.
  • Checking that visa applications and supporting information provided is complete.
  • Checking and distributing information against checklists/business rules e.g. allocating visa applications to physical or electronic queues.
  • Checking travel documents have passed automated tests and are linked to appropriate client records.
  • Requesting internal or external third party checks where applicable.

File management

Provide file management support for physical/electronic files, including:

  • Receiving applications and creating physical or electronic application files.
  • Importing files/documents and ensuring they are attached to the appropriate applications/file records.
  • Transferring physical or electronic files/documents to other offices as required.
  • Filing applications and documents accurately and on a regular basis.
  • Obtaining files requested by other staff members.
  • Other filing duties as required.
  • Centrally coordinating incoming responses from customers, third parties and stakeholders.

Customer focus

Liaise with customers, third parties and stakeholders to obtain further information or answer queries as required including:

  • Liaising with customers and stakeholders to obtain and provide further information to support a visa application.
  • Maintaining communication with customers through answering general queries using a variety of channels.

Self - development

  • Take responsibility for own professional development, including working with managers, and seeking opportunities to learn and grow.

Wellbeing, health and safety

  • Displays commitment through actively supporting all safety and wellbeing initiatives.
  • Ensures own and others safety at all times.
  • Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
  • Reports all incidents/accidents, including near misses in a timely fashion.
  • Is involved in health and safety through participation and consultation.

Tō tūranga i roto i te Manatū – Your place in the Ministry

The Support Officer position reports into the Immigration Manager within the Chief Operating Office branch. The branch sits within the Immigration New Zealand group.

More information about MBIE's structure

To mātou aronga – What we do for Aotearoa New Zealand

Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.

To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.

As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).

Ngā matatau – Our competencies

Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.

Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.

Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.

Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.

Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.

Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.

Te Tiriti o Waitangi

As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.

Mahi i roto i te Ratonga Tūmatanui – Working in the public service

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission

MBIE value: Māia - Bold & brave, Pae Kahurangi - Build our future, Mahi Tahi - Better together, Pono Me Te Tika - Own it