Manager, Complaints Resolution Group

Mō tēnei tūranga mahi | About this role

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 te tono - How to apply

To apply, click on the ‘Apply Now' button where you will need to register through our online career centre, complete our application form and upload your CV and cover letter. For further information about this vacancy please email recruitment@ombudsman.parliament.nz.

All applicants will have a legal entitlement to work in New Zealand. Appointees will be subject to a criminal convictions check and may be required to achieve and maintain a NZ Government (NZSIS) security clearance.

The Office of the Ombudsman encourages and supports all our workers to be vaccinated against COVID-19. The current position of the Office however, does not require COVID-19 vaccination as a condition of this role. Please note that the Office may, if a risk assessment identifies the need, introduce a vaccination requirement for managing an epidemic.

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