Investigations Team Manager

EWOV; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Six weeks annual leave

Birthday leave

End-of-year leave

Parental leave

Wellbeing program

Job summary

EWOV is seeking an experienced Investigations Team Manager for a 12-month fixed term role in Melbourne. You will provide day-to-day leadership for the Investigations Team, guiding case management, investigations, conciliations and written assessments, while building investigators’ capability in evidence-based decision-making.

You will oversee escalated complaints, manage performance against targets and collaborate with stakeholders to shape EWOV's dispute resolution services.

Qualifications

• Proven experience leading, coaching and developing teams in dispute resolution, regulatory, legal or ombudsman environments.
• Exceptional analytical and critical thinking, identifying issues and evidence-based decisions.
• Outstanding written and verbal communication, conveying complex issues clearly.
• Experience investigating complex disputes and complaints, knowledge of ADR principles and independence.

Responsibilities

• 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.

Skills

People leadership

Dispute resolution

Analytical thinking

Written communication

Investigations

Stakeholder engagement

Education

Relevant tertiary qualifications

Job description

• 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 .

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.

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 and 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 with something for everyone.

We are committed to ensuring that we trulyrepresentthe Victorian community that we serve, and encourage applications from people of all ages, cultures, abilities, sexualorientationand gender identities to apply. If you have any accessibility needs or require us to adapt our application and recruitment process to suit your needs, please let us [e-mail].

We encourage flexible working at EWOV and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and encourage you to apply.

If you would like additional support or information to make the application and recruitment process more suited to your needs, please let us know at [e-mail] .