Head of investigations

Are you an inclusive leader who excels at driving operational excellence? Are you ready to apply and share your deep dispute resolution expertise? Do you thrive in a dynamic and continuous improvement environment? If the answer is yes – then WE NEED YOU! We are looking for an experienced leader with dispute resolution expertise to lead our Investigations team. Who we are: The Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit, independent and impartial dispute resolution service. We proudly provide Victorian energy and water consumers with free, accessible, and informal dispute resolution. Your new role and team: The Investigations team within Dispute Resolution 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. Reporting to the Assistant Ombudsman, the Head of Investigations is responsible for the day-to-day operational leadership of the Investigations team. It plays a critical role in driving the performance of the Investigations team, ensuring the overall effectiveness of investigations and embedding improvements to our complaint handling processes. The role acts as a point of escalation for complex cases and provides people leadership to 5 x Investigations Team Managers. What you'll bring: To help you succeed in this role you’ll need to bring: Significant leadership experience within a Dispute Resolution function, ideally within an Ombudsman scheme. Experience leading people and teams to meet performance goals, develop skills, and drive engagement. Demonstrated ability to motivate and inspire others to achieve their best and provide strong leadership and team management. Strong process mindset and operational experience, with demonstrated experience operationalising change and leading continuous improvement initiatives. Demonstrated understanding of the regulatory frameworks and benchmarks that underpin an Ombudsman scheme. Exposure to energy and water sectors will be highly regarded. Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively. Strong analytical and problem-solving skills, with a keen attention to detail and quality. Strong team player, with a collaborative approach and ability to build relationships cross-functionally. Ability to remain calm under pressure, determine workloads, set priorities, and complete tasks within specified timeframe. Ability to skillfully navigate stakeholder relationships, with high levels of self and situational awareness. Relevant tertiary qualifications and 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: Truly flexible and hybrid ways of working with life-friendly hours. Generous leave entitlements including 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. How to apply: If you are passionate about finding a role where you can really make a difference and be part of a dynamic industry, we encourage you to apply – even if you don’t meet every single criterion. If you’re interested in this opportunity, please apply through Seek.com or email us at by Friday 7 February 2025. 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. We are committed to ensuring that we truly represent the Victorian community that we serve, and encourage applications from people of all ages, cultures, abilities, sexual orientation, and gender identities to apply. If you have any accessibility needs or require us to adapt our application and recruitment process to suit your needs, please let us know at We also encourage flexible working at EWOV and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and encourage you to apply. Your cover letter will include responses to the following questions: Please describe your work rights in Australia. Do you have at least four years leading teams? #J-18808-Ljbffr