Investigator - Complaints Resolution

2 weeks ago

Wellington, Wellington, New Zealand NZ Ombudsman Full time
Investigator - Complaints Resolution
Wellington based - Permanent and fixed term positions
Join 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 excellent team environment, competitive salary, flexible working options and other benefits.
Mō te Tari o te Kaitiaki Mana Tangata - About the Office of 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 public administration. The Chief Ombudsman is independent and impartial, working towards fairness for all New Zealanders.
Mō tō mātou tira - About the team

Investigators in the Complaints Resolution Group work with the Chief Ombudsman to independently investigate and review complaints about the administrative conduct of public sector agencies, or decisions made by public sector agencies that affect people.

We are looking for Investigators to work primarily in our two Early Resolution teams.

These teams work dynamically, and pride themselves on cutting to the heart of complaints at an early stage, and exploring pathways to resolve matters, often without the need for a full investigation.

Mō te tūranga - About the role

As we deal with complaints relating to the full range of central and local government agencies, there will always be more to learn and no day will be the same You could be providing initial assistance one day then undertaking detailed investigations the next.

As an Investigator you will deal with challenging work that requires you to utilise a resolution-focussed approach. Your analytical and investigative skills are critical to achieving meaningful outcomes in your work.

Your ability to relate to and show empathy to people from diverse backgrounds, cultures, world views is crucial to success in the role, as you will be dealing with a variety of stakeholders, while also building cohesive relationships within your team and the wider organisation.

The work is challenging, varied, and fast-paced and requires judgment, integrity and resilience.

However won't be doing this alone as in addition to being part of an established supportive team of professionals, you will join alongside a new cohort of investigators who will be working and learning beside you.

He kōrero mōu - About you

To be successful in this role ideally you will have:

  • Experience in investigations, complaint handling and/or other dispute resolution activities, including an understanding of core investigation principles and standards (ideally you will have at least 2 to 3 years' experience in a relevant role).
  • A legal or other relevant tertiary qualification, or equivalent work experience in public law, political science or other related fields.
  • Knowledge of practice and procedure in central or local government, or of the wider public sector.
  • Excellent verbal and written communication skills.
  • Proven ability to deal with a diverse range of internal and external stakeholders, and the ability to remain calm and focused when dealing with aggrieved parties.
  • Excellent time management skills, the ability to perform under pressure, and to set priorities and meet deadlines under changing conditions.
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, free to all employees.
  • 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.
Applications close Tuesday 17th January 2023.

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