Digital Harm Resolution Officer | Permanent role, rostered shifts | Contact Centre environment
📩 How to apply: Please email your CV and cover letter to [email protected]. Applications submitted through LinkedIn will not be accepted.
What to expect
At Netsafe, we’re committed to creating a safer, more positive online experience for all New Zealanders. Our values-trust, care and connected-are at the heart of everything we do. If you’re motivated by meaningful work and want to grow your career in a supportive, forward-thinking organisation, this is your opportunity.
In return, you’ll enjoy the ability to work from anywhere in New Zealand, exceptional wellbeing benefits, and the chance to work with an award-winning team.
Why Netsafe?
- Make a difference: Support people when they’ve been harmed online-often at the moment they need help the most.
- Flexibility: Remote and hybrid work arrangements that fit your lifestyle.
- Non-profit heart: We’re mission-driven, we innovate, and we look after our people.
- Wellbeing first: After probation, enjoy a 4-Day Work Week, Southern Cross healthcare, access to the Ignite wellbeing platform for supervision and support, and 5 weeks annual leave.
- Set up for success: High-spec laptop, paid home broadband, and home office setup provided.
- Connection matters: We’re remote-first but meet in person about 6 times a year for team huis to connect, learn and have fun.
About the role
As a Digital Harm Resolution Officer, you’ll provide timely, accessible and effective advice, guidance and support to people impacted by online harm. You’ll work across multiple channels (phone, email, SMS) to deliver client-centred, high-quality services that deter, prevent, and mitigate harm while helping people find a quick, effective path to resolution.
This is an excellent opportunity for someone early in their career or looking to grow. Netsafe’s competency framework provides a clear pathway for development and progression, so you can build your skills to advance within the role.
What you’ll do
- Deliver outstanding service across multiple channels
- Provide expert advice and tools to help people self-resolve issues
- Explain the law and dispute resolution process in a way that’s easy to understand
- Work with industry partners, online platforms and government agencies to expedite resolutions
- Facilitate dispute resolution through conciliation, investigation and other ADR methodologies
What you’ll bring
- A tertiary qualification in a relevant discipline or equivalent experience
- At least 3+ years’ experience in a service or customer support role
- A proven track record of meeting or exceeding KPIs and confidence working in a metrics-driven environment
- Excellent communication skills-both oral and written-with the ability to adapt your style for diverse audiences
- Strong interpersonal skills to quickly build rapport, establish credibility, and create trust and respect
- The ability to guide clients through an efficient process that feels empowering, enhances understanding, and reduces the likelihood of recurrence
- Expertise in identifying critical information from complex, often messy data, summarising key insights concisely, making sound decisions, and gaining buy-in
- Strong organisational skills to multi-task, manage competing priorities, and work effectively across a wide range of issues, channels, and platforms
- High computer literacy with the Microsoft suite (Outlook, Word, Excel) and familiarity with popular social media platforms
Bonus points if you have
- Experience working in a Contact Centre environment
- ADR training and qualifications or equivalent experience
- Knowledge of relevant legislation such as the Harmful Digital Communications Act and Privacy Act
- Understanding of the online safety ecosystem, including issues facing the industry
- Familiarity with the principles of the Treaty of Waitangi in a service delivery environment
Don’t meet every single requirement?
We know some candidates hesitate to apply unless they tick every box. If you’re excited about this role but your experience doesn’t align perfectly with every criterion, we encourage you to apply anyway-you might be just who we’re looking for. We value diverse perspectives and a range of experience!
Ready to make a difference?
If this sounds like your kind of role, we’d love to hear from you!
Travel to Auckland: The successful candidate will travel (at Netsafe’s expense) to our head office for induction and training.
Reserve list notice: If you’re not successful this time, we may retain your details for future opportunities at Netsafe. Let us know if you would like your information withdrawn from consideration.
Ready to make a difference?
If this sounds like your kind of role, we’d love to hear from you!
How to apply
Please email your CV and cover letter to [email protected].
Please note: Applications submitted through LinkedIn will not be accepted. To be considered for this role, you must apply via email using the address above.