Manager, Complaints Resolution Group

2 weeks ago


Wellington, Wellington, New Zealand NZ Ombudsman Full time
Mō te Tari o te Kaitiaki Mana Tangata - About the Ombudsman
The Chief Ombudsman works with his staff to help New Zealanders in their dealings with government agencies. The focus is on handling complaints against government agencies, undertaking investigations and inspections, and encouraging good administration. The Chief Ombudsman is independent and impartial, with the goal of fairness for all.
Mō tō mātou tira - About the team

The Complaints Resolution Group handles complaints and supports the Chief Ombudsman to conduct investigations about the administrative conduct of public sector agencies, including in relation to official information requests.

It is made up of seven permanent teams, five based in Wellington and two in Auckland.

Each team has its own focus as part of the complaints handling process, and its own complaint handling requirements:
Early Assistance, Early Resolution, and Investigation & Resolutions. This role involves leading a team carrying out more complex investigations.
Mō te tūranga - About the role

Reporting to the Assistant Ombudsman Complaints Resolution, the Manager provides leadership and management for a team of investigators committed to proactively pursuing early resolution opportunities, while also focusing on more complex, longer-term investigations.

Managers within the Complaints Resolution Group are responsible for their team undertaking thorough investigations, resolving complaints in a timely manner, and maintaining consistently high quality standards.

He kōrero mōu - About you

To be successful in this role you will have:

  • experience as a manager in a complex legal, investigative, and/or dispute resolution environment;
- a relevant tertiary qualification, preferably in law, policy, or business administration.
- in-depth knowledge of the New Zealand public sector and a commitment to the principles of fairness and transparency;
- strong people leadership experience, skilled in building and supporting efficient, high-performing teams.
- ability to build relationships and gain support and participation of key stakeholders
- strong written and oral communication skills; and
- a proven track record of delivering outstanding results.

Te painga o te mahi tahi me mātou - Our benefits, what we offer
Becoming part of an exceptional team in a dynamic organisation, where the work is challenging and rewarding. Your development and growth will be nurtured, and your work recognised and valued.

  • Genuine career progression opportunities and professional development through training and mentoring by senior members of your team.
  • Flexible working options
  • Competitive remuneration
  • Two extra Annual Leave days after 12 months of employment
  • Onsite gym and personal trainer, free to all employees
  • Three paid office holidays between Christmas and New Year
  • Employee Assistance Programme (EAP)
Me pēhea e tono - How to apply
It is a requirement of the Office that all new staff are fully vaccinated against Covid-19 before commencing work. This includes any boosters they are eligible for.

As the Ombudsman's role is to provide "fairness for all" New Zealanders, it is important that our staff represent New Zealanders from all walks of life.

We value your individuality and how you can contribute to our team. We encourage applicants from all walks of life.
Depending on skills and experience the starting salary is expected to be between $119,700 to $160,728.
Applications close 5pm, 31 March 2024

  • Wellington, Wellington, New Zealand NZ Ombudsman Full time

    Investigator - Complaints Resolution Group Meaningful work to ensure good conduct of public sector agencies Bring your experience of handling complaints, dispute resolution or investigative work Permanent and fixed term opportunities in our Wellington and Auckland OfficesMō te Tari o te Kaitiaki Mana Tangata - About the OmbudsmanThe Chief Ombudsman works...


  • Wellington, Wellington, New Zealand NZ Ombudsman Full time

    Investigator - Complaints ResolutionWellington based - Permanent and fixed term positionsJoin our friendly, supportive and highly-committed Wellington team In this role, you can make a real impact. Meaningful work to ensure good conduct of public sector agencies. Bring your experience of handling complaints, dispute resolution, or investigations. An...


  • Wellington, Wellington, New Zealand Summerset Full time

    Summerset is one of NZ's fastest growing companies and the third largest retirement village operator in the country. We design, build and operate retirement villages right across New Zealand. We are proud of our dynamic work environment and an equally diverse workforce.Our reputation is built on the experience of our residents. Addressing concerns promptly...

  • Resolution Support

    2 weeks ago


    Wellington, Wellington, New Zealand New Zealand Government Full time

    Full time or part time Training and coaching provided A friendly, supportive and inclusive organisational cultureThe Independent Police Conduct Authority is an independent body set up by Parliament to respond to complaints against the Police and independently investigate serious incidents involving Police employees.We are looking for a proactive team player...

  • Complaint Facilitator

    2 weeks ago


    Wellington, Wellington, New Zealand New Zealand Government Full time

    Complaint Facilitator - permanent Join an organisation committed to supporting high standards of conduct in the real estate sector Be part of a team managing and assessing and resolving complaints Seeking experience in complaint and conversation management, real estate, and diverse perspectivesReal Estate Authority - Te Mana Papawhenua The Real Estate...

  • Complaint Facilitator

    2 weeks ago


    Wellington, Wellington, New Zealand New Zealand Government Full time

    Join an organisation that is committed to supporting high standards of conduct in the real estate sector Be part of a team dealing with complaints Seeking experience in complaint management, real estate and diverse perspectivesReal Estate Authority - Te Mana Papawhenua The Real Estate Authority (REA) is the independent government agency that regulates the...


  • Wellington, Wellington, New Zealand New Zealand Government Full time

    Early Resolution Facilitator - Permanent and Fixed term The Real Estate Authority (REA) is the independent government agency that regulates the New Zealand Real Estate Industry. Our purpose is to promote and protect the interests of consumers and promote public confidence in the performance of real estate agency work.REA is an aspirational regulator that is...


  • Wellington, Wellington, New Zealand Real Estate Authority Full time

    An independent government agency that regulates industry professionals. Aiming to promote high standards of conduct in the industry and help provide increased levels of protection for buyers and sellers.Be apart of a small team that overseas the regulatory framework and licensing of specialised professionals. You will be investigating complaints lodged and...


  • Wellington, Wellington, New Zealand New Zealand Police Full time

    Compliance and Resolutions LeadLocation: KapitiStarting from $102,178Reporting to: Compliance and Resolutions ManagerThis role is responsible for bedding in operating models and ensuring compliance and resolution processes are delivered to a high level. A key aspect of the role is to lead and manage teams and processes ensuring we deliver resolution...


  • Wellington, Wellington, New Zealand NZ Ombudsman Full time

    Bring your knowledge of Mātauranga Māori Contribute towards a crucial area of work Two roles; 1 x permanent and 1 x fixed term (12 months)Mō te Tari o te Kaitiaki Mana Tangata - About the OmbudsmanThe Chief Ombudsman works with his staff to help people in their dealings with government agencies. The focus is on handling complaints against government...

  • Complaints Advisor

    2 weeks ago


    Wellington, Wellington, New Zealand H2R Consulting Full time

    Location:WellingtonType:Permanent / Full TimeReference:782170About the roleOur client is looking for a professional and efficient Complaints Advisor to join their small and supportive team.This is a busy role responsible for managing feedback and complaints processes for complainants and other parties to ensure that complaints are rapidly resolved. You will...


  • Wellington, Wellington, New Zealand Social Workers Registration Board Full time

    A newly created Senior Complaints Advisor role with a focus to asses complaints and ensure that they achieve efficient and timely outcomes using a risk based lens.Overview of the Company:A small and fast growing government organisation that protects the safety of members of the public by ensuring that when social workers come onto the register, they are...


  • Wellington, Wellington, New Zealand NZ Ministry for Primary Industries Full time

    Job Title: Senior Advisor Customer Resolutions and EnquiriesRole type: Full-time fixed term until the end of January, 2024Location: WellingtonSalary range: $92,073 to $108,321 depending on skills and experienceKōrero mō te Tūranga - About the RoleThe Ministry for Primary Industries has a great opportunity for an exceptional customer care expert to become...


  • Wellington, Wellington, New Zealand New Zealand Police Full time

    Compliance & Resolutions Officer, it starts with you- Permanent Full-Time, Employee:- Based in Kapiti:- Salary starting from $62,670**:- Multiple positions availableNationally advertised VacancyAbout the roleTe Tari Pūreke regulates the Arms Act 1983 and Arms Regulations 1992 to promote and control the safe possession and use of firearms and other weapons....


  • Wellington, Wellington, New Zealand New Zealand Government Full time

    Strong analytical, communication and resolution skills essential A law degree and/or relevant clinical background or experience Location Wellington CBD Full timeKo wai tātou | Who we areThe purpose of the Health and Disability Commissioner (HDC) is to promote and protect health and disability services consumers' rights and to facilitate the fair and...


  • Wellington, Wellington, New Zealand New Zealand Police Full time

    Compliance & Resolutions Officer:- Permanent Full-Time:- Based in Kapiti, Wellington:- Salary starting from $62,670:- Multiple positionsAbout the roleTe Tari Pūreke regulates the Arms Act 1983 and Arms Regulations 1992 to promote and control the safe possession and use of firearms and other weapons. We are modernising how we do this by introducing new ways...


  • Wellington, Wellington, New Zealand Madison Recruitment Full time

    Early Assistance Officer - Law GraduateWe are seeking a motivated Law graduate who is eager to kickstart their career in the legal field. As an Early Assistance Officer, you will play a crucial role in handling initial enquiries and complaints from consumers, while providing essential support to Case Managers. This is an excellent opportunity for a recent...


  • Wellington, Wellington, New Zealand BNP Paribas Full time

    CLIENT SERVICE MANAGER (WELLINGTON) (JOB NUMBER:C D000491)DepartmentThe Client Services Management team is part of the global Client Development team responsible for all client management related activities (ie sales, client relationship management and client satisfaction) for the Securities Services business. Within this team, the Client Services Managers...

  • Group Account Manager

    2 weeks ago


    Wellington, Wellington, New Zealand Habit Group Full time

    Location: Wellington - CBD - Willis Street Job Category: Sales Job DescriptionHabit Health is a nationwide healthcare provider, specialising in the rehabilitation space. We enable people to live their best lives and empower our teams to realise their full potential. We are seeking an experienced Group Account Manager who is keyed into what it takes to...


  • Wellington, Wellington, New Zealand Primeproperty Group Full time

    Primeproperty Group is a multi-disciplined property organisation. Through a number of independent companies, the group owns and operates commercial office buildings, car parking buildings, hotels, industrial and retail properties. The group also owns and develops residential land and housing estates.Our business is always moving and growing, and so are our...