Investigations Team Manager
vor 1 Monat
- Are you a strategic people leader with a knack for problem-solving?
- Do you thrive on leading teams to achieve impactful outcomes?
- Are you ready to apply your analytical skills to drive fair resolutions?
If 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.
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 be responsible for day-to-day operational leadership and ensure the development of an agile, engaged and high-performing Investigations team. You will guide and coach team members in relation to case management, investigation, conciliation and written assessments on complaint outcomes. 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.
What you’ll bring
To help you succeed in this role you’ll need to bring:
- Proven experience in effectively leading, developing, and managing people and teams to achieve performance targets and strategic organisational goals.
- Exceptional analytical and critical thinking skills, enabling you to swiftly identify key issues, gather pertinent information, and make well-founded, evidence-based decisions.
- Outstanding written and verbal communication abilities, including the capacity to succinctly summarize complex issues and communicate outcomes clearly and logically.
- Substantial demonstrated experience in investigating complex disputes/complaints and in alternative dispute resolution techniques. Developed and thorough understanding of the key principles of alternative dispute resolution including a working understanding of independence.
- Demonstrated experience in fostering continuous improvement, as well as effectively implementing and managing change.
- Demonstrated professionalism, resilience, and empathy, allowing you to navigate challenging interactions with ease and sensitivity.
- Ability to foster a positive team environment, set priorities, show initiative, and proactively communicate with stakeholders while working under pressure.
- Knowledge of the energy and water regulatory framework, or a keen drive to quickly acquire such knowledge, ensuring adept navigation within the sector's intricacies.
- Relevant tertiary qualifications or demonstrated work experience
What makes working with us great
There are so many great things about working with EWOV, here’s some of our benefits:
- a role where you can make a difference helping others
- an opportunity to be a part of a dynamic industry and the renewable energy transition
- flexible and hybrid ways of working with life-friendly hours
- generous leave entitlements - six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave & 18 weeks of gender-free paid parental leave
- centrally located office in Melbourne CBD close to public transport
- inclusive team culture that supports each other, collaborates and innovates
- we live and breathe wellbeing with a varied program with something for everyone.
- hear from our staff about what makes working at EWOV great here .
How to apply
If you’re interested in this opportunity, please email us at ewov.confidential@ewov.com.au by Friday, 16 May 2024. Please send through your CV and a cover letter outlining how you meet the selection criteria.
We will be reviewing applications and may commence interviews prior to the closing date, so please apply as soon as possible if you’d like to be considered.
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 ewov.confidential@ewov.com.au .
Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia?
- Optional additional questions eg. Do you have at least two years leading teams?
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