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Dispute Resolution Expert Leader
1 week ago
We are seeking an experienced leader to lead our Investigations team. The Energy and Water Ombudsman (Victoria) 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.
The Investigations team resolves complaints from consumers about energy and water providers through active case management, investigation, conciliation, and written assessments. We apply a fair and reasonable approach to all our work to ensure we are accessible, independent, fair, accountable, efficient, and effective.
The Head of Investigations is responsible for the day-to-day operational leadership of the Investigations team. This role plays a critical part in driving the performance of the Investigations team, ensuring the overall effectiveness of investigations, and embedding improvements to our complaint handling processes.
The ideal candidate will have significant leadership experience within a Dispute Resolution function, ideally within an Ombudsman scheme. They should also have experience leading people and teams to meet performance goals, develop skills, and drive engagement.
We are looking for someone who can motivate and inspire others to achieve their best, providing strong leadership and team management. The successful candidate will have a strong process mindset and operational experience, with demonstrated experience operationalising change and leading continuous improvement initiatives.
They should have a demonstrated understanding of the regulatory frameworks and benchmarks that underpin an Ombudsman scheme. Exposure to energy and water sectors will be highly regarded.
The ideal candidate will possess excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively. They will also have strong analytical and problem-solving skills, with a keen attention to detail and quality.
This role requires a strong team player with a collaborative approach and ability to build relationships cross-functionally. The successful candidate will be able to remain calm under pressure, determine workloads, set priorities, and complete tasks within specified timeframes.
They should also be able to skillfully navigate stakeholder relationships, with high levels of self and situational awareness. Relevant tertiary qualifications and demonstrated work experience are essential.
We offer a range of benefits including flexible and hybrid ways of working, generous leave entitlements, and a centrally located office in Melbourne CBD close to public transport.
Inclusive team culture, wellbeing program, and opportunities for professional development make us a great place to work.
