Customer Resolutions Specialist

3 weeks ago

Hamilton, New Zealand Rabobank Full time

**Job Overview & Purpose**:
The purpose of the Customer Resolutions Specialist is to assist the Customer Resolutions Manager in fulfilling the following responsibilities across all business units in New Zealand:

- End-to-end management of Customer Complaints (From the point the complaint is raised through to resolution)
- the thematic review of customer feedback and/or insight data (e.g. recorded customer incidents, voice of customer surveys i.e. Big Ears) to analyse and determine emerging trends in root causes of complaints and/or feedback; assign actions to the business to address common or reoccurring themes with a view to reducing the likelihood of a future reoccurrence; providing feedback and/or coaching to business units on process and practice improvement and where required oversee the provision of training or process coaching to embed improvements or changes to the management of customer feedback or complaints or controls.
- Preparation of reports for the CEO and Board on customer incident/feedback, management of complaints and areas of progress.
- Engagement of Rabobank’s client councils to gain independent client feedback on Rabobank products and services.

The role of Customer Resolution Specialist will initially focus on reviewing and analysing feedback received from clients to ensure meaningful reports are being provided to internal and external stakeholders. The Customer Resolution Specialist will also be a resource for staff who have questions about using the Customer Feedback Management system.

This role will extend to include tasks currently allocated to the Customer Resolutions Manager such as assessing complaints for potential systemic issues, becoming an escalation point for difficult complaints and providing adequate complaint handling training to staff.

Context of Job:
Globally, Rabobank has clients in more than 35 countries, served through Rabobank’s global office network and online platforms. Its clientele includes the largest multinationals, top financial institutions but also local retail clients. Rabobank New Zealand employs approximately 300 employees in New Zealand.

As a global cooperative, Rabobank’s purpose is to enable clients to feed the world and sustainably achieve their goals and aspirations. Rabobank’s vision is to own the Food and Agribusiness space, enabled through six strategic priorities:
1. Understand our clients and the value chain to add maximum value;
2. Leverage our knowledge to drive our impact;
3. Grow our business;
4. Be commercial and in control;
5. Empower employees who live the standards; and
6. Execute fast and efficiently.

Industry best practice and the Treating Clients Fairly principles requires Rabobank NZ to have sufficient resources to correctly capture and efficiently manage customer complaints and assess complaints to identify and address systemic issues. The Customer Resolutions Specialist will support the Customer Resolutions Manager to achieve this requirement.

This is a 12-month opportunity to cover maternity leave.

  • Employment Resolution Specialists

    3 weeks ago

    Hamilton, New Zealand New Zealand Government Full time

    New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes. We’re working towards specific goals and targets...

  • Employment Resolution Specialists

    2 weeks ago

    Hamilton, Waikato, New Zealand New Zealand Government Full time

    New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.We're working towards specific goals and targets that...

  • Customer Service Specialist Torpedo7

    4 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    Company Description Torpedo7 is has been part of The Warehouse Group family since 2013, we are rapidly growing and now how 23 stores nationwide, as well as our online retail site! We believe that New Zealand is the most epic adventure playground in the world, and we're always on the hunt for new ways to get our customers outdoors. Keeping our customers...

  • Customer Care Specialist Torpedo7

    4 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    Company Description Torpedo7, which is part of The Warehouse Group is New Zealand's largest multi-channel outdoor adventure retailer, with 19 stores nationwide and a dedicated webstore. We are unique in NZ in that our stores have all sorts of toys and experts under one roof - bike, camp, tramp, water, snow and motor-sport Keeping our customers on the...

  • Customer Service Specialist Torpedo7

    2 weeks ago

    Hamilton, Waikato, New Zealand The Warehouse Group Full time

    Company DescriptionTorpedo7 is has been part of The Warehouse Group family since 2013, we are rapidly growing and now how 23 stores nationwide, as well as our online retail siteWe believe that New Zealand is the most epic adventure playground in the world, and we're always on the hunt for new ways to get our customers outdoors. Keeping our customers 'out...

  • Customer Care Specialist Torpedo7

    2 weeks ago

    Hamilton, Waikato, New Zealand The Warehouse Group Full time

    Company DescriptionTorpedo7, which is part of The Warehouse Group is New Zealand's largest multi-channel outdoor adventure retailer, with 19 stores nationwide and a dedicated webstore. We are unique in NZ in that our stores have all sorts of toys and experts under one roof - bike, camp, tramp, water, snow and motor-sportWe believe that New Zealand is the...

  • Customer Care Specialist Torpedo7

    2 weeks ago

    Hamilton, Waikato, New Zealand The Warehouse Group Full time

    Company DescriptionTorpedo7, which is part of The Warehouse Group is New Zealand's largest multi-channel outdoor adventure retailer, with 19 stores nationwide and a dedicated webstore. We are unique in NZ in that our stores have all sorts of toys and experts under one roof - bike, camp, tramp, water, snow and motor-sportKeeping our customers on the...

  • Customer Care Specialist

    2 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    Company Description Kia ora, Tālofa lava, Mālō e lelei! Our purpose is simple; helping Kiwi’s live better every day. The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu...

  • Customer Care Specialist

    3 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    **Company Description** Our purpose is simple; helping Kiwi’s live better every day. The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi...

  • Customer Care Specialist

    4 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    Company Description Our purpose is simple; helping Kiwi’s live better every day. The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai...

  • Customer Care Specialist

    4 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    **Company Description** Our purpose is simple; helping Kiwi’s live better every day. The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi...

  • Torpedo7 Customer Care Specialist Fixed Term

    3 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    Company Description Torpedo7, which is part of The Warehouse Group is New Zealand's largest multi-channel outdoor adventure retailer, with 19 stores nationwide and a dedicated webstore. We are unique in NZ in that our stores have all sorts of toys and experts under one roof - bike, camp, tramp, water, snow and motor-sport Keeping our customers on the...

  • Customer Care Specialist

    2 weeks ago

    Hamilton, Waikato, New Zealand The Warehouse Group Full time

    Company DescriptionOur purpose is simple; helping Kiwi's live better every day.The Warehouse Group (TWG) has grown to be New Zealand's largest retailer and not to mention a Kiwi classic brand Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it)...

  • Customer Care Specialist

    2 weeks ago

    Hamilton, Waikato, New Zealand The Warehouse Group Full time

    Company DescriptionOur purpose is simple; helping Kiwi's live better every day.The Warehouse Group (TWG) has grown to be New Zealand's largest retailer and not to mention a Kiwi classic brand Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it)...

  • Customer Care Specialist

    2 weeks ago

    Hamilton, Waikato, New Zealand The Warehouse Group Full time

    Company DescriptionKia ora, Tālofa lava, Mālō e leleiOur purpose is simple; helping Kiwi's live better every day.The Warehouse Group (TWG) has grown to be New Zealand's largest retailer and not to mention a Kiwi classic brand Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think...

  • Customer Service Specialist

    2 weeks ago

    Hamilton, New Zealand Mercury Full time

    Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today Mercury is a bold future focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our...

  • Customer Care Specialist

    6 days ago

    Hamilton, New Zealand Warehouse Group Full time

    Company DescriptionOur purpose is simple; helping Kiwi’s live better every day.The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own...

  • Customer Care Specialist

    6 days ago

    Hamilton, Waikato, New Zealand Warehouse Group Full time

    Company DescriptionOur purpose is simple; helping Kiwi's live better every day.The Warehouse Group (TWG) has grown to be New Zealand's largest retailer and not to mention a Kiwi classic brand Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it)...

  • Customer Care Specialist Fixed Term Until 2nd

    3 weeks ago

    Hamilton, New Zealand The Warehouse Group Full time

    Company Description Our purpose is simple; helping Kiwi’s live better every day. The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai...

  • Customer Specialist

    2 weeks ago

    Hamilton, Waikato, New Zealand ASB Bank Full time

    Customer Specialist - Pukekohe (8 months fixed term)***: ASB Advice Centres (Branch Banking)Customer Specialist:- Fixed Term (8 months)Nau mai ki ASBHere at ASB the Customer is at the heart of everything we do. Our Advice Centres are currently going through an exciting period of transformation to ensure we continue to deliver innovative, personalised and...