Support Officer
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Tēnei Tūranga – About the role
The Support Officer position reports to the Business Manager within the Service Quality and Assurance branch at Managed Isolation and Quarantine.
The Support Officer will bring their business understanding and perspective to work in partnership with their manager and other staff.
Ngā Herenga – Requirements of the role
Personal specifications
- All employees are required to comply with MBIE's vaccination policy which seeks to protect the wellbeing, health and safety of our people, their whānau and the community. You are required to hold a valid vaccination pass to be employed at MBIE.
- The Support Officer contributes to the operations of the Service Quality and Assurance branch, as well as acting on opportunities to support the work of the team and assist the Manager and Advisors in the team to be more efficient and effective.
- Provide expertise in administrative systems, processes etc. to ensure these systems and processes are applied in a consistent way, and effectively support the work of the team and the overall goals of Service Quality and Assurance (e.g. to manage risk effectively through the application of good quality information management systems).
- Identify opportunities to improve the administrative systems, tools and processes that support the work of the Service Quality and Assurance Leadership team, and put these suggestions forward as appropriate. Play a leadership role in implementing these improvements as required. Support the Business Manager to implement administration system and process changes.
- Interact directly (in writing or verbally) with internal and external MBIE and MIQ stakeholders or other key external parties on behalf of the Manager/Advisors in the team to provide low level facilitation, help resolve routine issues, provide information, or organise meetings or visits as required.
- Collate information and undertake routine analysis and assist with the development of reports (incl. OIAs).
- Take responsibility for the successful completion of small projects, and contributing to larger projects as required (e.g. by taking a project coordination role).
- Assist Manager to manage the processes associated with team management, such as recruitment, employee induction, P40 completion etc.;
- Act as a first point of contact for the team in a way that represents the Service Quality and Assurance branch as helpful, friendly and competent;
- Providing support across the range of areas for the team, as well as responsibility for some activities (such as travel bookings);
- Assist with record keeping and information management (incl., assisting with routine reporting etc.);
- Undertake activities to support the day to day functioning of the office , , processing accounts payable, contacting suppliers and repair people, etc.; and
- Assist staff with technical issues (e.g. arranging help with computer problems, etc.)
- Excellent written and verbal communication skills
- Good level of numeracy and basic analytical and reporting skills
- Ability to plan, prioritise and organise work effectively and efficiently to deliver required results
- A thorough knowledge of administration systems and processes
- Good creative problem solving skills
- Ability to understand health and safety assessment and investigation tools, techniques and processes
- Computer literate including Microsoft Office suite
- Ability to train and support others in the use of administrative systems and processes etc
- Initiative and a strong customer service ethic
- A positive, adaptable and willing attitude
- Must have the legal right to live and work in New Zealand
The Support Officer is responsible for ensuring quality and consistency of advice and practices in relation to their contribution to the team’s work.
Takohanga Tuhinga o mua – Key accountabilities and deliverables
Responsibilities of this position are expected to change over time as the Ministry responds to changing needs. The incumbent will need the flexibility to adapt and develop as the environment evolves.
Critical areas of success
- Works in a manner of active collegial collaboration
- Is a team player. Works co-operatively with a wide variety of people and groups.
- Has high ethical and professional standards and exercises discretion
- Is a good communicator, listens and expresses ideas and facts to gain understanding from a wide variety of people, including people who are distressed or angry
- Is calm in their approach to customer service and works positively with a wide variety of people and groups
- Has high energy levels and takes initiative
Relationship management
- Participates as an active team member and contributes knowledge and expertise needed to achieve MBIE’s outcomes.
- Develops effective working relationships with other MBIE managers and staff in order to transfer knowledge and learning from the team to the wider organisation.
- Builds and maintains effective relationships and partnerships with internal and external stakeholders, as necessary, in order to identify and share best practice information and to promote the Ministry, its products and services.
- Represents whole-of-Ministry views and protects its reputation in any external interactions.
Self-management
- Models positive behaviours.
- Models the desired values and culture of the organisation.
- Willingly shares knowledge, expertise and within the team and with others in the organisation.
- Acts with honesty and integrity
- Welcomes feedback and is receptive to input from others
Safety and wellbeing
- 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, Managed Isolation and Quarantine position reports into the Business Manager, Managed Isolation and Quarantine Group.
MIQ became a Ministry of Business, Innovation and Employment (MBIE) business group on 13 July 2020.
A range of agencies including the Ministry of Health, All-of-Government, Department of Prime Minister and Cabinet, Police, Customs, New Zealand Defence Force, Aviation Security Service and other business groups in MBIE are working together to deliver an enduring MIQ system.
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
