ICRA Case Manager

About Us
We're New Zealand's leading provider of private dispute resolution services, supporting domestic and international clients. Our team is collaborative, focused, and committed to continuous improvement. We believe in working together, sharing knowledge, and delivering a level of service we're proud of.
 
About the role
Based in our modern Takapuna office overlooking the beach, this frontline role supports dispute resolution cases from start to finish. You'll be coordinating processes, guiding parties through next steps, and ensuring everything runs smoothly across both phone and computer-based systems.
 
If you're someone who likes structure, enjoys problem‑solving, and thrives on managing a steady flow of work, this role offers plenty of responsibility, variety, and clear outcomes to achieve. You'll balance customer service with structured administration, ensuring cases progress smoothly.
 
Main responsibilities:

• Manage confidential information with professionalism
• Schedule and coordinate Zoom meetings with all parties
• Respond quickly and keeping parties informed
• Build strong, respectful relationships with stakeholders
• Record clear, detailed case notes
• Support teammates and contribute to shared goals
• Coordinate mediations, hearings, venues, and travel arrangements
• Manage a high volume of cases from start to finish
• Prioritise urgent matters and staying on top of deadlines

About you
You're someone who communicates clearly, listens well, and stays calm and steady when dealing with sensitive situations. You make sound judgement calls, work methodically, and enjoy keeping things organised and moving forward. If you enjoy engaging with a wide range of people, work respectfully, and like being part of a collaborative team, you'll be a strong fit here.
 
You'll also bring:

• Strong attention to detail
• Experience in fast‑paced customer service or administration
• Confidence working with technology (Zoom, MS Teams, Outlook, MS Suite)
• A practical, solutions‑focused approach
• A team mindset and a sense of humour
• Reliability, initiative, and the ability to keep your cool under pressure
• Integrity in all you do

What you'll get in return

• A supportive team culture and genuine work/life balance
• Interesting and varied work
• Ongoing training and development
• A modern office with stunning views over Takapuna Beach, Rangitoto, and the Hauraki Gulf

How to Apply
Please apply with your CV and cover letter. You must be eligible to work in New Zealand to be considered.