Life and Identity Services Officer
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Service Delivery and Operations
The purpose of this position is to provide our customers with the advice and support required to access
our products and services in an easy, efficient and safe manner that meets their needs, and in doing so
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contribute to the on-going success of Service Delivery and Operations and the wider Department.
This involves:
• understanding the unique needs of our customers (New Zealand citizens and people wanting to
be citizens) and providing the advice and service they require to achieve their aspirations;
• meeting standards for consistency, quality and timeliness and working in accordance with
relevant legislation, operating policies and procedures, and where applicable delegated statutory
authority when accessing and making decisions on customer requests and applications;
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• championing the voice and the needs of our customers, identifying opportunities to improve our
services and equity of access to public services; and supporting and assisting our customers to
transact in a digital environment as more services are available online.
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Reporting to: Team Leader Life and Identity Services (Services and Access or Operations)
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Location: Auckland / Wellington / Christchurch / Sydney / London
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Salary range: Band E Delivery
What we do matters – our purpose
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Our purpose is to serve and connect people, communities and government to build a safe,
prosperous and respected nation. In other words, it’s all about helping to make New Zealand better
for New Zealanders. under
How we do things around here – our principles
We make it easy, we make it work
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Customer centered
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Make things even better
We’re stronger together
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Work as a team
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We take pride in what we do
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Make a positive difference
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Strive for excel ence
Working effectively with Māori
Te Aka Taiwhenua – our Māori Strategic Framework – enables us to work effectively with Māori. Te Aka
Taiwhenua is underpinned by our mātāpono – Kotahitanga, Manaakitanga, Whānaungatanga, He Tāngata.
As DIA is an agent of the Crown, Te Tiriti o Waitangi/The Treaty of Waitangi is important to everything we
say or do. We recognise it as an enduring document central to New Zealand’s past, present and future.
Building and maintaining meaningful relationships is important to work effectively with Māori, stakeholders
and other agencies. We accept our privileged role and responsibility of holding and protecting the Treaty
of Waitangi / Te Tiriti o Waitangi.
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Spirit of service
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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 col ectively 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.
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