Conciliator | Kaitakawaenga
Utilities Disputes
- Closing: 5:00pm, 12th Jul 2024 NZST
Job Description
Utilities Disputes (UDL) is a not-for-profit organisation, providing dispute resolution and other related services to the utilities sector.
UDL investigates and facilitates the resolution of complaints between energy retailers, lines distributors, water providers, fibre installers and their customers in a timely and cost-effective manner. It also works pro-actively to minimise complaints through our research and education services.
Our office consists of a focused team who work together in a supportive environment.
We apply a fair and reasonable approach to all aspects of our work to ensure we are accessible, independent, fair, accountable, efficient and effective. We are committed to the health and safety of our staff and communicate in plain English.
UDL welcomes and supports people of all gender identities, ages, ethnicities, sexual orientations, disabilities, and religions.
Purpose of role
The role of the Conciliator is to resolve consumer complaints, using a range of dispute resolution strategies, and to carry out investigations and prepare high quality draft decisions.
They are also required to assist our 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.
Person specification
A relevant tertiary qualification (in law or similar)
Demonstrates an understanding of Te Ao Māori, Te Tiriti o Waitangi and the applicability of Tikanga to dispute resolution in Aotearoa (desirable)
Experienced in interpreting legislation with a sound understanding of the requirements of working within a statutory based complaint/dispute environment
Dispute resolution skills (desirable)
Professional skills
Excellent written and oral communication skills
Interest or experience in mediation or conciliation
Computer literacy (MS Office, cloud-based systems and databases, Google suite of products)
Able to analyse, interpret, and simplify technical and legal information
Ability to effectively deal with challenging behaviour
Ability to ask effective questions and build rapport
Able to conduct a strategic investigation
Able to identify complaint issues, determine options and apply basic dispute resolution techniques to resolve them
Demonstrate consistent use of plain English principles
Able to apply independence (both actual and
Able to apply the principles of natural justice
Able to interact with people from diverse cultures and backgrounds
Open minded
Collaborative team player
An ability to work independently
Adaptable and resilient
Focuses on continually improving themselves and the organisation
Responsibilities
Handle initial enquiries from the public about the complaints process and providing accurate advice or referral
Facilitate the resolution of complaints using a range of dispute resolution strategies including conciliation and mediation
Undertake investigations
Provide advice to the Deputy Commissioner and Commissioner on complaints
Prepare draft decisions for the Deputy Commissioner and Commissioner
Maintain complete and accurate records of complaints and interactions with parties
Demonstrate independence and applying the rules of natural justice when resolving complaints
Comply with the various schemes, requirements of the Commissioner, and best practice complaint handling processes
Identify opportunities for improving complaint handling processes within the office
Contribute to and support other staff in the completion of their duties
Undertake other tasks as required
Removing bias from the hiring process
Applications closed Fri 12th Jul 2024
Removing bias from the hiring process
- Your application will be anonymously reviewed by our hiring team to ensure fairness
- You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review
Applications closed Fri 12th Jul 2024