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Manager (Complaints Resolution)

NZ Ombudsman
Job Category:
Legal & courts
Job Type:
Posted Date:
Closing Date:
File Attachment:
2017 Manager JD.pdf (PDF, 285KB)

Employer Website:

Job Description

MANAGER (Complaints Resolution)


  • Operational management opportunity
  • Positively influence the performance of the Office
  • Permanent, full time role based in central Wellington

The Office of the Ombudsman is an independent authority that helps the community in its dealings with state sector agencies. They handle complaints, carry out investigations in regard to the administrative conduct of agencies, protect the rights of people in detention, and implement the UN Disability Convention. They also provide advice, guidance and training to state sector agencies, and work to build awareness of their role in the wider community.

The Office's Complaints Resolution Group is made up of five permanent teams, each with its own focus on the complaints handling process, and each with its own complaint handling requirements. The role of Manager has been set up to manage the teams and may be rotated between teams at intervals.

We have a vacancy for a Manager of one of the five teams. This role will provide leadership and operational management for a team of investigators focussed on the resolution of more complex, longer-term investigations, and any other work assigned by the Assistant Ombudsman Complaints Resolution. The complaints vary in level of complexity and risk, with the core focus to conduct a thorough investigation and to resolve complaints in a timely manner, and maintaining high quality standards.

The manager will also lead the team in contributing to continuous business process improvement, effective portfolio management, and mentoring and coaching of staff.

The ideal candidate will possess:

  • be an experienced line manager in an investigative, arbitration and/or mediation environment;
  • proven people management experience and knowledge and demonstrated ability to motivate and lead others through positive leadership;
  • experience in developing a positive and cohesive team environment that encourages openness, trust, and collaboration;
  • excellent interpersonal and relationship management skills with the ability to build credibility with a range of stakeholders;
  • strong written and oral communication skills; and
  • a track record of delivering results.  

Depending on skills and experience, the salary for this position will likely range between $103,102 and $128,877.

The successful appointee will have a legal entitlement to work in New Zealand and may be required to achieve and maintain a NZ Government (NZSIS) security clearance.

To apply, click on the ‘Apply Now' button 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:

Applications close 5.00 pm Monday, 7 May 2018.


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