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Complaints Resolution Manager

2 months ago

Manukau, Auckland, New Zealand Fidelity Life Full time
Take end to end ownership of complaints ranging from simple to complex

  • CBD location
  • Awesome flexible working

The opportunity
Here at Fidelity Life, we are on journey to being truly customer-led.

As a result, we are strengthening our complaints resolution and customer advocacy capability to build confidence that our customers' outcomes and experiences are where we expect them to be.

We are on the lookout for a

Complaints Resolution Manager. This is a full time, permanent position based in Auckland, and we offer a flexible working arrangement


Working closely with the Senior Manager of Complaints Resolution and Customer Advocacy, the Complaints Resolution Manager will focus on the management of complaints from our customers and distribution partners.


Some key accountabilities include:

  • End to end ownership of complaints ranging from simple to complex complaints and in accordance with Fidelity Life's values and the Australian and New Zealand Complaints Management standards, industry codes of practice, regulators guidelines and Fidelity Life's own Complaints Charter.
  • Evaluate complaints, make determinations, and prepare related documentation such as final decision letters, complaints settlement terms.
  • Uphold high standards of complaint record keeping including logging and updating internal registers and databases whilst being aware and complying with privacy obligations
  • Contributing to robust root analysis and connecting patterns with complaints, providing Net Promoter Score (NPS) feedback and other customer and industry insights with actions across the business to drive change that removes frustrations, improves customer outcomes and experiences
  • Complying with the minimum standards expected by regulators and partners is a given you'll strive beyond this, collaborating with other teams as required to exceed minimum standards
  • Implementing analytics tracking and reporting on complaints and present this to senior leaders

About You


With 3 years plus proven experience in a similar Risk Insurance products and services sector role you'll have a passion for providing quality service to customers and stakeholders demonstrating care, detail, and empathy.

You will thrive in a culture where the customer is at the heart of all that you do and reach beyond the basics to satisfy a customer by balancing the best possible outcome while representing the company interests and values.


As this is a fast-paced role, you must have the ability to calmly manage multiple changing priorities and thrive under pressure.

You will have impeccable attention to detail and the ability to make decisions within challenging circumstances and are a collaborative team player with a great sense of humour.


Together with this you will bring:

  • A solid understanding of regulatory environment and complaints handling best practices
  • Excellent problem solving and relationship building skills
  • The ability to influence and negotiate with internal and external stakeholders
  • Have very strong written and verbal communication skills; Able to produce executivelevel presentations on complaints data and commentary
  • Have good digital IQ: Conversant with emerging data and digital solutions and the opportunities they present to accelerate to make life insurance (more) accessible, simple to understand, and affordable for customers.

About Us
At Fidelity Life, we're super proud to be New Zealand's largest locally owned and operated life insurer.

Our people are connected by our purpose to give New Zealanders certainty to live a more rewarding life; and by our aspiration to reimagine life insurance so we can protect even more New Zealanders.

We're bringing our purpose and aspiration to life through an exciting customer led transformation.

It's easy to talk that talk, but we're already walking the walk - building new data / insights and digital capabilities to unlock a deep understanding of our customers, and provide innovative solutions and experiences that meet their needs.


We also know our future success requires us to step up and help New Zealand meet some big challenges - like responding to climate change and achieving better outcomes for communities who are being left behind.


So taking our lead from what our customers, people, partners, shareholders and the wider community expect of us, we're exploring ways to be more community and environment aware, ensuring we contribute to a sustainable future for all New Zealanders.


In short, we have big aspirations and a big plan to deliver them - and we're looking for people like you to help make it happen.

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