New Zealand Law Society - Manager Complaints Resolution

Manager Complaints Resolution

A fantastic leadership role offering variety, extensive people interaction and the opportunity to find meaning and purpose in what you do!

  • Lead a high performing team in their work helping New Zealanders in their dealings with public sector agencies, promoting government accountability and transparency
  • Apply your strong technical acumen, and in-depth knowledge of the New Zealand public sector
  • Permanent, full time role based in central Wellington with flexible work options

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

The Complaints Resolution Group handles complaints and supports the Chief Ombudsman to conduct investigations about the administrative conduct of public sector agencies, including in relation to official information requests. It is made up of seven teams, five based in Wellington and two in Auckland.  Each team has its own focus as part of the complaints handling process, and its own complaint handling requirements: Early Assistance, Early Resolution, and Investigation & Resolutions. The role of Manager may be rotated between teams.

Mō te tūranga - About the role

Reporting to the Assistant Ombudsman Complaints Resolution, the Manager CRG provides leadership and management for a team of investigators committed to proactively pursuing early resolution opportunities, while also focusing on more complex, longer-term investigations.

The Manager CRG is responsible for their team undertaking thorough investigations, resolving complaints in a timely manner, and maintaining consistently high quality standards.

There is opportunity to contribute to all aspects of the complaints handling process via rotational management opportunities across the Early Assistance, Early Resolution, and Investigation & Resolutions teams.

He kōrero mōu – About you

To be successful in this role you will have:

  • experience as a manager in a complex legal, investigative, and/or dispute resolution environment;
  • a relevant tertiary qualification, preferably in law, policy, or business administration;
  • in-depth knowledge of the New Zealand public sector and a commitment to the principles of fairness and transparency;
  • dispute resolution expertise, and knowledge of, and commitment to, early resolution strategies; strong people leadership experience, skilled in building and supporting efficient, high-performing teams;
  • ability to build relationships and gain support and participation of key stakeholders;
  • strong written and oral communication skills; and
  • a proven track record of delivering outstanding results.

Me pēhea e tono - How to apply

Apply online where you will need to register through our online career centre, complete our application form and upload your CV and cover letter. For further information about this vacancy please email

This position is covered by a mandatory Covid-19 vaccination requirement. We will only consider applications from candidates who are fully vaccinated.

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.

Depending on skills and experience the salary is expected to be between $119,700 to $157,106.

Applications close on Monday, 24 October 2022. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

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