Assistant Investigator

CGR Services; Wellington; On-site; NZD 72,000 - 94,000; Full time

Benefits offered by this job

Onsite gym and facilities

Flexible working options

Employee Assistance Programme (EAP)

Career progression opportunities

Security clearance support

Job summary

The Ombudsman NZ is hiring an Assistant Investigator in Wellington to join the Early Assistance team. You will handle telephone inquiries and complaints from the public and prisoners, contribute to triaging and responding to cases, and help maintain high standards of fairness in government processes.

You will work with a supportive, professional team, analyse written complaints, manage caseloads, and coordinate with public sector agencies to resolve issues.

Qualifications

• Excellent verbal and written communication skills.
• Strong time management, planning and prioritising abilities.
• Ability to work collaboratively under pressure and deliver high quality results.

Responsibilities

• Take telephone inquiries and complaints from the public and prisoners.
• Manage a caseload of written complaints and inquiries requiring analysis and response.
• Initiate communication with relevant public sector agencies or prisons to help resolve the complaint.

Skills

Communication skills

Time management

Collaborative work

Stakeholder management

Education

Tertiary qualification in law or relevant area

Job description

Join our friendly, supportive and highly-committed Wellington team! In this role, you can make a real impact.

Mō te Tari o te Kaitiaki Mana Tangata – About the Ombudsman

The Ombudsman helps 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 Ombudsman is independent and impartial, with the goal of fairness for all.

Mō tō mātou tira – About the team

The Early Assistance team (EAT) plays a crucial role in triaging and responding to the complaints and contacts that we receive. The team provides advice and guidance to members of the general public and ensures that people are well informed about relevant complaints processes.

Mō te tūranga - About the role

As an Assistant Investigator you can expect to:

• Take telephone inquiries and complaints from the public and prisoners on a rostered basis. This is a crucial part of the role and you can expect to be rostered to do up to three days per week on the phones.
• Manage a caseload of written complaints and inquiries that require assessing, analysis and response.
• Initiate communication with the relevant public sector agency or prison to assist with resolving the complaint (where appropriate).

An Assistant Investigator must be able to work quickly to analyse the critical issues and produce sound advice. Resilience and exceptional people skills are essential as you may encounter upset or aggrieved people over the phone. You will be well supported to manage these conversations, and we help you further develop your skills. Our Assistant Investigator role is the first step for many of our people in a rewarding and challenging career at the Ombudsman.

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
• Onsite gym and personal trainer, free to all employees
• Three paid office holidays between Christmas and New Year
• Employee Assistance Programme (EAP)

He kōrero mōu – About you

To be successful in this role you will have:

• A relevant tertiary qualification, in law or another relevant area
• Excellent verbal and written communication skills
• Excellent time management, planning and prioritising skills
• Ability to work collaboratively under pressure and deliver high quality results
• Proven ability to deal with a diverse range of stakeholders including managing challenging conduct

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. 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.

For further information about this vacancy please email [e-mail].

The salary range for this role is $71,806 to $94,245. Depending on skills and experience, the starting salary is likely to be between $80,781 and $82,576. Applications close: 31 August 2026 at 5pm