Investigations Team Manager

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 – Melbourne VIC

Full time - 12-Month Fixed Term Contract

Are you a strategic people leader with a knack for problem-solving and developing people?

Do you thrive on leading teams to achieve impactful outcomes?

Are you ready to apply your analytical skills to drive fair resolutions?

If the answer is yes – then WE NEED YOU!

We are looking for an experienced people leader with dispute resolution expertise to join our extraordinary and close-knit team on a 12-month fixed term contract.

Who we are

The Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit, independent and impartial dispute resolution service. We provide Victorian energy and water consumers with free, accessible, and informal dispute resolution.

Find out more about who we are and what we do here: https://youtu.be/XGTuRaHsqmw?si=dEixqB6B4TuitOSc

Your new role and team

The Dispute Resolution team is responsible for resolving complaints from consumers regarding electricity, gas, and water providers using a fair and reasonable approach.

As an EWOV Investigations Team Manager, you will provide day-to-day operational leadership and support the development of an agile, engaged and high-performing Investigations team. You will guide and coach team members in case management, investigations, conciliations and written assessments, while developing investigators' capability in evidence-based and inquisitorial decision-making. You will be responsible for key deliverables, leading team members to meet performance targets and oversee projects on strategic organisational goals. You will manage escalated complaints and collaborate extensively with internal and external stakeholders.

Read more about the role in the position description document: https://www.ewov.com.au/about-us/careers

What you’ll do

Reporting to the Head of Investigations, you will:

Lead, coach and develop a team of investigators to deliver high-quality complaint outcomes.

Provide operational leadership and oversight of complex investigations, conciliations and written assessments.

Support your team to manage challenging and escalated complaints using a fair, evidence-based approach.

Drive team performance, capability development and continuous improvement initiatives.

Collaborate with internal and external stakeholders to deliver positive outcomes for customers and scheme participants.

Contribute to strategic projects and help shape the future of EWOV's dispute resolution services.

Whatyou’llbring

To help you succeed in this role you’ll need to bring:

Proven experience leading, coaching and developing teams in dispute resolution, regulatory, legal or ombudsman environments to achieve performance targets and organisational goals.

Exceptional analytical and critical thinking skills, with the ability to identify key issues and make sound, evidence-based decisions.

Outstanding written and verbal communication skills, with the ability to communicate complex issues clearly and logically.

Significant experience investigating complex disputes and complaints, with a strong understanding of alternative dispute resolution principles and independence, and the ability to build investigative capability in others.

Demonstrated experience driving continuous improvement and leading change, with a growth mindset and a commitment to developing people and teams.

Professionalism, resilience and empathy in managing challenging interactions.

Ability to foster a positive team environment, manage competing priorities and proactively engage stakeholders.

Knowledge of the energy and water regulatory framework, or the ability to quickly develop this expertise.

Relevant tertiary qualifications or equivalent professional experience.

What makes working with us great

There are so manygreat thingsabout working with EWOV,here’ssome of our benefits:

Truly flexible and hybrid ways of working with life-friendly hours

Generous leave entitlements including six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave & 18 weeks of gender-free paid parental leave

Centrallylocatedoffice in Melbourne CBD close to public transport

Inclusive team culture that supports each other,collaboratesand innovates

We live and breathe wellbeing, with a varied program that offers something for everyone

We are committed to building a workforce that reflects the Victorian community we serve and welcome applications from people of all ages, cultures, abilities, sexual orientations and gender identities.