Case Manager

Forte Recruitment; Wellington; On-site; NZD 65,000 - 90,000; Full time

Job summary

Forte Recruitment in Wellington seeks an experienced Case Manager to join a well-established dispute resolution organisation. You will manage and investigate complex complaints and disputes, facilitating fair, balanced, and timely outcomes within a collaborative environment.

The role emphasizes rigorous case assessment, application of legislation and standards, and proactive stakeholder liaison to deliver high-quality, well-reasoned decisions.

Qualifications

• Experience in case management, investigations, complaints resolution, or related environments.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Impartiality and professionalism in sensitive matters.
• Strong organisational skills with competing priorities.
• Collaborative and customer-focused approach.

Responsibilities

• Investigating and resolving disputes in a fair and impartial manner
• Reviewing complaints, identifying key issues, and assessing relevant evidence
• Conducting research to support case assessments and decision-making
• Applying relevant legislation, industry standards, and dispute resolution principles
• Liaising with stakeholders and legal representatives throughout the resolution process
• Negotiating outcomes and facilitating fair settlements where appropriate
• Preparing clear, balanced, and well-reasoned written decisions
• Managing a varied caseload while meeting deadlines and maintaining high professional standards
• Assessing claims involving financial loss and compensation recommendations
• Contributing to continuous improvement initiatives across dispute resolution processes

Skills

Case management

Investigations

Complaints resolution

Legal understanding

Analytical skills

Written communication

Verbal communication

Regulatory experience

Organisational skills

Collaborative approach

Job description

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Forte Recruitment - Wellington Central, North Island

We are seeking an experienced Case Manager to join a well-established and growing organisation within the dispute resolution sector, known for its collaborative culture, meaningful work, and commitment to delivering fair and effective outcomes.

Due to continued growth and an increasing caseload, they are looking for someone to join their Wellington-based team on a permanent full-time basis.

You will manage and investigate complex complaints and disputes between parties, helping to facilitate fair, balanced, and timely outcomes.

Key responsibilities:

• Investigating and resolving disputes in a fair and impartial manner
• Reviewing complaints, identifying key issues, and assessing relevant evidence
• Conducting research to support case assessments and decision-making
• Applying relevant legislation, industry standards, and dispute resolution principles
• Liaising with stakeholders and legal representatives throughout the resolution process
• Negotiating outcomes and facilitating fair settlements where appropriate
• Preparing clear, balanced, and well-reasoned written decisions
• Managing a varied caseload while meeting deadlines and maintaining high professional standards
• Assessing claims involving financial loss and compensation recommendations
• Contributing to continuous improvement initiatives across dispute resolution processes

We are seeking an experienced Case Manager to join a well-established and growing organisation within the dispute resolution sector, known for its collaborative culture, meaningful work, and commitment to delivering fair and effective outcomes.

Due to continued growth and an increasing caseload, they are looking for someone to join their Wellington-based team on a permanent full-time basis.

You will manage and investigate complex complaints and disputes between parties, helping to facilitate fair, balanced, and timely outcomes.

Key responsibilities:

• Investigating and resolving disputes in a fair and impartial manner
• Reviewing complaints, identifying key issues, and assessing relevant evidence
• Conducting research to support case assessments and decision-making
• Applying relevant legislation, industry standards, and dispute resolution principles
• Liaising with stakeholders and legal representatives throughout the resolution process
• Negotiating outcomes and facilitating fair settlements where appropriate
• Preparing clear, balanced, and well-reasoned written decisions
• Managing a varied caseload while meeting deadlines and maintaining high professional standards
• Assessing claims involving financial loss and compensation recommendations
• Contributing to continuous improvement initiatives across dispute resolution processes

Relevant skills and experienced:

• Previous experience in case management, investigations, complaints resolution, legal, insurance, banking, or regulatory environments
• Strong analytical and problem-solving skills
• Excellent written and verbal communication abilities
• The ability to remain impartial and professional when handling sensitive matters
• Strong organisational skills and the ability to manage competing priorities
• A collaborative and customer-focused approach