This is an exciting opportunity for a Senior Conciliator to join an organisation in growth mode with a fantastic team culture. You will resolve consumer complaints using a range of alternative dispute resolution strategies, carry out investigations and draft high quality plain English decisions.
In addition to managing your own caseload, you will provide leadership, mentoring and support to other UDL staff. You will also assist their Early Resolution Team in receiving incoming complaint calls and may be required to provide cover for the Conciliation Team Manager role from time to time.
While we’re ideally seeking a Senior Conciliator, consideration will be given to less experienced applicants who possess potential and the right attitude, who might be able to start as a Conciliator and work their way up to a Senior Conciliator.
This is a role that will offer interesting, varied and challenging work as well as the opportunity to use your mediation skills to play a critical dispute resolution role for this important organisation.
It is a great time to join UDL; they have a strong reputation as an independent dispute resolution service and are in growth mode with exciting plans for the future. They have a supportive team environment and value staff development and continuous improvement.
UDL welcomes and supports people of all gender identities, ages, ethnicities, sexual orientations, disabilities, and religions.
- A relevant tertiary qualification (in law or similar)
- Experienced in interpreting legislation with a sound understanding of the requirements of working within a statutory based complaint/dispute environment
- Proven dispute resolution skills
- Able to analyse, interpret, and simplify technical and legal information
- Able to identify complaint issues, determine options and apply high quality dispute resolution methods and techniques to resolve them
- Highly resilient and able to remain clear headed and positive when handling challenging complaints, calls and enquiries
- Sound judgement and the ability to make independent, clear and robust complaint resolution decisions
- Demonstrates enthusiasm and energy, with well-developed interpersonal skills
- Action orientated with an analytical mind
- Very highly developed written and oral communication skills
- Open and transparent, with a consultative and collaborative way of building and maintaining relationships
- Receptive to new ideas and a focus on continuous improvement
- Demonstrates a sound understanding of Te Ao Māori, Te Tiriti o Waitangi and the applicability of Tikanga to dispute resolution in Aotearoa (desirable)
- Fluency in Te Reo Māori (desirable)
For more information about Utilities Disputes and the role of Senior Conciliator, please visit their website at www.utilitiesdisputes.co.nz
Applications close: 5.00pm Wednesday 13 October 2021
Applications to: Nikki Walshaw via mclaren.co.nz
Position description: Available to view at mclaren.co.nz
P: 04 499 1069
View the position description by copying this link into your browser:
Early Resolution Officer - fixed term for one year
Tautohetohe Whaipainga-Utilities Disputes (UDL) is an independent, not-for-profit organisation that applies dispute resolution methods to resolve complaints utility companies are unable to resolve with their customers.
We are one of the most long-standing respected consumer dispute resolution organisations in Aotearoa, and currently operate three significant dispute resolution schemes for electricity and gas complaints, water complaints and disputes about access to shared property for broadband installations.
The successful candidate will join a dedicated and professional team that works hard to create a supportive and rewarding work culture. We apply a fair, reasonable, and plain English approach to all aspects of our work to ensure we are accessible, independent, accountable, efficient, and effective.
Our people and Board have a strong sense of purpose. We have passion and excitement for the work we do. We are highly motivated to improve wellbeing outcomes for the communities we serve, including our public and providers. Anything is possible.
We support people of all gender identities, ages, ethnicities, sexual orientations, disabilities, and religions. We believe in our employees and provide opportunities and incentives for our staff to improve and look after themselves, including:
- opportunities for personal growth
- Te Reo Māori learning
- excellent employee wellbeing initiatives including flexible working arrangements, celebrations, Commissioner’s leave, wellness days, fresh fruit and more.
The position is fixed term for one year. Our Early Resolution team receives and resolves complaints between energy retailers and distributors as well as water providers and their customers in a timely and cost-effective manner. This team also considers objections to broadband installation on shared property and handles enquiries, referrals and complaints via phone, email and live webchat.
- able to identify complaint issues, determine options and apply high quality dispute resolution methods and techniques to resolve issues
- resilient and able to remain clear headed and positive when handling challenging complaints, calls and enquiries
- demonstrate a willingness to develop a sound understanding of the Te Tiriti o Waitangi/Treaty of Waitangi and its applicability in our workplace and community
- interest or experience in mediation or conciliation
- enter data accurately and efficiently
- able to learn, analyse and interpret technical information
- assist with investigations
- able to analyse complaints and arguments effectively
- consistent use of plain language principles
- excellent written and oral communication skills
- understand and demonstrate independence when working
- computer literate.
If this sounds like you and you are looking for the next exciting step in your career, with a fantastic team, then apply today.
We look forward to receiving your application by Friday 15 October
To apply for this role and/or a position description please contact:
Rachel Bellew – Office Administrator