Investigations Team Leader - Hybrid, Flexible Hours

Energy & Water Ombudsman Victoria; Melbourne; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Truly flexible and hybrid working

Six weeks annual leave

Birthday leave

Anniversary leave

End-of-year closure leave

Parental leave 18 weeks

Office in Melbourne CBD

Wellbeing program

Inclusive team culture

Job summary

Energy & Water Ombudsman Victoria (EWOV) in Melbourne seeks an experienced Investigations Team Manager to provide day-to-day leadership of the Dispute Resolution team, guiding case management, investigations, and conciliations with a fair, evidence-based approach.

You'll coach investigators, manage escalated complaints, and collaborate with internal and external stakeholders to deliver high-quality outcomes for consumers and providers, while shaping strategic projects and building capability

Qualifications

• Proven experience leading teams in dispute resolution, regulatory, legal or ombudsman environments.
• Strong analytical and evidence-based decision-making skills.
• Excellent written and verbal communication; ability to manage complex disputes.

Responsibilities

• Lead and coach a team of investigators to deliver high-quality outcomes.
• Provide operational leadership and oversee complex investigations and written assessments.
• Manage escalated complaints with fairness and independence.
• Collaborate with stakeholders to advance strategic goals.
• Drive continuous improvement and capability development.

Skills

People leadership

Dispute resolution

Analytical thinking

Stakeholder engagement

Communication skills

Change leadership

Empathy

Education

Relevant tertiary qualifications

Job description

Energy & Water Ombudsman Victoria (EWOV) in Melbourne seeks an experienced Investigations Team Manager to provide day-to-day leadership of the Dispute Resolution team, guiding case management, investigations, and conciliations with a fair, evidence-based approach.

You'll coach investigators, manage escalated complaints, and collaborate with internal and external stakeholders to deliver high-quality outcomes for consumers and providers, while shaping strategic projects and building capability