Investigation and Customer Lead

JobsCloseBy Editorial Insights

Investigation and Customer Lead at Auckland Council North Shore is a hybrid full-time leadership role spanning regulatory enforcement, investigations and customer service within Animal Management. You will lead Specialist Investigators, drive investigations into serious dog control offences under the Dog Control Act 1996, mentor staff and coordinate with Legal Services while ensuring prosecutions are completed to a high standard. The ideal candidate has a Law or related degree, 10+ years in regulatory settings, 7+ years leading teams, 5+ years managing complex customer matters, and a NZ Driver Licence, with salary $120k-$140k plus KiwiSaver. Prepare for a pre-employment drug test and show Te Tiriti commitments. Applications close 16 August 2026.

• Lead investigations into serious dog control offences, ensuring legal and organisational compliance.
• Mentor Specialist Investigators, promoting a high-performing team culture.
• Handle escalated customer complaints and represent the department at key meetings.

He angitūtanga: The Opportunity

Make a difference where leadership, public safety and community outcomes come together.

We are seeking an experienced and highly motivated Investigations & Customer Lead to lead our Specialist Investigations function and provide strategic oversight of customer response, legal administration and regulatory enforcement within Animal Management.

This is a unique opportunity for an accomplished regulatory leader to combine people leadership, investigative excellence, legal oversight and customer service expertise in a role that directly contributes to the safety and wellbeing of Aucklanders.

As the Investigations & Customer Lead, you will lead a team of Specialist Investigators responsible for investigating serious offences, primarily under the Dog Control Act 1996, while supporting enforcement activities under other relevant legislation.

You will provide leadership, coaching and direction to ensure investigations, prosecutions and customer outcomes are delivered to a consistently high standard. You will act as the key liaison between Animal Management, operational teams and Legal Services, while providing specialist advice to leaders and senior management.

Key Responsibilities

• Promote investigative excellence through coaching, training and professional development.
• Upskill frontline Animal Management Officers, Senior Animal Management Officers and Principal Specialists in investigative best practice.
• Oversee complex investigations, enforcement actions and high-profile cases.
• Act as the key liaison between field teams, shelter teams and Legal Services.
• Ensure prosecution files are completed to a high standard and within required timeframes.
• Prepare regulatory committee reports and represent Animal Management at hearings and committees.
• Manage and respond to LGOIMA requests, ensuring quality, accuracy and statutory compliance.
• Manage escalated customer complaints and sensitive matters.
• Provide expert advice on legislation, policy and compliance.
• Support organisational projects, reporting and continuous improvement initiatives.
• Champion a culture of accountability, excellence, wellbeing and inclusion.

This is a hybrid permanent full-time role, working 40 hours per week, Monday to Friday. 

He kōrero mōu:  About You

As a seasoned professional with a deep understanding of animal management legislation and regulatory frameworks, you will bring:

• Strong leadership experience within a regulatory, compliance, enforcement, investigative or legal environment.
• Expert knowledge of relevant legislation, enforcement and prosecution processes.
• Outstanding communication, stakeholder engagement and report-writing skills.
• Proven training, coaching and mentoring capability.
• Sound judgement, resilience and the ability to manage complex and sensitive issues.
• Strong customer focus and experience handling escalated matters.
• Commitment to Te Tiriti o Waitangi, te ao Maori and achieving positive outcomes for Maori and our communities.

Qualifications & Experience

• Degree in Law, Criminal Justice, Regulatory Practice or a related discipline.
• Minimum 10 years' experience in a regulatory, compliance, enforcement, investigative or legal environment.
• At least 7 years' experience leading people and teams.
• At least 5 years' experience managing complex customer matters.
• Current full New Zealand Driver Licence.

Ngā āh0uatanga kei a mātou:  What We Offer

Auckland Council is the largest local government council across Oceania, serving over 1.7 million people and contributing towards making Tāmaki Makaurau an Auckland we can all be proud of.

We offer a range of employee benefits and proudly support flexible working options where possible.

View a snapshot of some of our employee benefits HERE.

This is an opportunity to influence outcomes across one of New Zealand's largest regulatory environments while leading a skilled team committed to protecting people, animals and communities.

If you are a strategic leader who thrives on solving complex problems, developing people and driving excellence, we'd love to hear from you.

Apply now and help shape the future of Animal Management in Tamaki Makaurau.

Salary ranges from $120,000 to $140,000 plus KiwiSaver and benefits.

Find a copy of the position description here: https://bit.ly/4k9UCGs

Applications close: Sunday 16 August 2026 at 23:59

The role is deemed safety-sensitive and will require a pre-employment drug & alcohol test prior to offer. 

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.