Complaints Resolution Specialist

6 days ago

Hawke's Bay, New Zealand Kiwibank Full time

Are you fanatical about helping customers?
- No problem is too small for our highly valued complaints resolution specialists.
- Based in Lower Hutt or Hastings with the flexibility to work from home.

Be part of a dedicated team that listens to our customers and is working hard to create better outcomes for them and the business.

**He aha te ia o tēnei mahi - What's this role all about**

At Kiwibank our customers are at the heart of our business - so when things aren't going right for our customers we want to know, and we want to put things right. This is where our highly valued Complaint Resolution Specialist comes in. Your tasks will be quite broad including:

- Providing superior service to our customers and take ownership for resolving escalated complaints.
- Liaising with different departments and the wider business to find solutions for complaints.
- Provide support and guidance to other teams in resolving complaints.

**Tā mātou e kimi nei - What we are looking for**

In this role, you will walk the line balancing the needs of customer and organisation - you will thrive in an environment where no two days are alike and customers telling us like it is so you need to be a little out there to handle challenging conversations and conflict. We're looking for someone with lots of resilience, customer service experience who thrives in a highly charged environment, someone with an attitude where nothing is too much trouble, no problem too big or small. You will bring natural curiosity and investigative skills to drill down and get to the heart of issues. What else do you need?

**Ngā painga mōu - What's in it for you**

When you join us at Kiwibank, you'll be given the support you need to succeed. Our work environment is safe, accessible, and representative of our customers and communities. We're proud to have the rainbow tick, we are a certified B Corporation, and we were the first bank in NZ to get the gender tick.

Our great range of benefits for permanent employees include health and life cover, discounted banking, insurance products and an incredible package for new parents. We're also an accredited Living Wage employer. We have LinkedIn learning, Health and wellbeing offerings such as Employee Assistance Programme and free flu vaccinations.

**At Kiwibank we're all about making Kiwi better off and that means you too**

**_
Your employment would start with us during a period of community transmission of Covid-19 throughout New Zealand. As a business operating in that environment, we have responsibilities under the Health and Safety Act 2015 to minimise the risk that our workers might catch or transmit Covid-19 while at work._**

**_
Being fully vaccinated against Covid-19 is therefore a condition of all roles with Kiwibank for any new employee who is able to be vaccinated. Your employment would be conditional on you being fully vaccinated against Covid-19 and providing us with evidence of this._**

**_
Under the current Covid Red traffic light framework, you will be required to work from home. It's essential that you have suitable broadband internet, private workspace with your own desk and chair. Technology, including a laptop and headset will be provided. Once the Covid restrictions ease you will be welcomed back into the office, with continued flexibility to work from home._

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