Early Resolution Conciliator
Permanent / Full Time
  • Interesting, varied and challenging role in a great organisation
  • Newly established role, based in central Wellington
  • Organisation in growth mode - anything is possible!
Utilities Disputes Ltd provides a free and independent dispute resolution service for electricity, gas, and water complaints, and disputes about access to shared property for broadband installations.
Reporting to the Manager Early Resolution, you will provide high quality independent information, advice and guidance to consumers and providers who contact UDL by phone, live chat and email and to capture and respond to enquiries and complaints received by UDL.
You will also apply a range of basic to advanced Alternative Dispute Resolution strategies and techniques to resolve suitable consumer complaints. This will include informal methods to assist complainants to resolve their complaints as well as facilitating 3-way conversations and conciliation conferences between complainants and providers.
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.
Person Profile:
  • 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
  • Resolution Institute accredited mediator or equivalent
Due to the nature of the work, you will be required to start early once a week (8am, with an earlier finish time) and finish late once a week (6pm, with a later start time), as well as the occasional Saturday to provide cover (with a day being taken off during the week when you do so).
For more information about Utilities Disputes and the role of Early Resolution Conciliator, please visit their website at
Applications close: 5.00pm Sunday 16 May 2021
Applications to: Nikki Walshaw via

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P: 04 499 1069