Customer Resolutions Specialist

5 months 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.

  • Customer Care Specialist Torpedo7

    5 months 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

    5 months 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

    5 months 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

    5 months 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

    1 month 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

    5 months 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

    2 months 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 Regulatory Specialist

    5 months ago

    Hamilton, New Zealand New Zealand Government Full time

    Customer-centric role supporting the work in Crown Property, - A partnering role with other government agencies, - Office based in Hamilton, with hybrid working (3 days in office) Kōrero mō te tūranga - About the role We have a newly created Customer Regulatory Specialist role in our Crown Property Group. This follows change implementation designed to...

  • Customer Service Specialist

    5 months ago

    Hamilton, New Zealand Waikato Regional Council Full time

    **Mō te tūranga | About the role** Our main responsibilities are triaging and responding to customer enquiries, including but not limited to: - Due diligence and land sale requests in relation to the Resource Management Act - Public Transport enquiries - Incident management and emergency response - Pest plants and animals - Council meetings - Civil...

  • Technical Machine Specialist

    5 months ago

    Hamilton, New Zealand Brandt Tractor Full time

    **ARE YOU LOOKING FOR THAT NEXT STEP IN YOUR CAREER?** As a business, we are in an exciting growth phase and are looking for a Technical Machine Specialist to join the Brandt Product Support team. **Duties & Responsibilities**: - Manage technical assistance requests from Brandt Service Departments using Case Contact Management System (CCMS) software. -...

  • Technical Machine Specialist

    5 months ago

    Hamilton, New Zealand Brandt Tractor Full time

    **ARE YOU LOOKING FOR THAT NEXT STEP IN YOUR CAREER?** As a business, we are in an exciting growth phase and are looking for a Technical Machine Specialist to join the Brandt Product Support team. **Duties & Responsibilities**: - Manage technical assistance requests from Brandt Service Departments using Case Contact Management System (CCMS) software. -...

  • C&i Billing Specialist

    2 months ago

    Hamilton, New Zealand Genesis Energy NZ Full time

    Reference #- 25533- Posted on- 13 Sep 2024- Closes on- 18 Sep 2024 23:55- Location(s)- Hamilton Office- Expertise- Administration, Contact Centre, Customer Service, Operations- Job level(s)- Experienced- Work type(s)- Permanent full-timeAt Genesis, we're more than just an energy company. We're committed to powering Aotearoa and fostering a vibrant, dynamic...

  • Customer Specialist

    2 months ago

    Hamilton, New Zealand ASB Group Full time

    **ASB Advice Centres (Branch Banking)** Here 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 convenient solutions for our customers. **Te tūranga | The role**: We have an awesome opportunity for a...

  • Customer Operations Administrator

    5 months ago

    Hamilton, New Zealand Paragon Recruitment Ltd Full time

    Be the "face" and "voice" of Genesis Energy - Create a brilliant customer experience. - No late nights or weekends! - Bring a great attitude and reliability, we’ll provide you with security and great career advancement! - Be part of a highly focused, high volume, supportive, collaborative team. **About the role**: This position offers the opportunity for...

  • C&i Customer Support Specialist

    1 month ago

    Hamilton, New Zealand Genesis Energy NZ Full time

    Reference #- 25905- Posted on- 25 Sep 2024- Closes on- 06 Oct 2024 17:00- Location(s)- Hamilton Office- Expertise- Administration, Communications, Contact Centre, Customer Service, Operations- Job level(s)- Experienced- Work type(s)- Permanent full-time**About us** Genesis Energy is one of New Zealand's leading energy retailers, supplying electricity,...

  • Customer Services Analyst

    5 months ago

    Hamilton, New Zealand Te Whatu Ora - Health New Zealand Waikato Full time

    **Where you’ll be working**:Information Services - Customer Service Centre **The details**: Permanent Full time - 40 Hours per week **Te whiwhinga mahi | The Opportunity** We are seeking a Customer Services Analyst, who will work in a team environment and have a passion for delivering customer service in the health environment. **We are looking for...

  • Specialist - Customer Contact Center (German and

    4 months ago

    Hamilton, New Zealand ABB Full time

    **Specialist - Customer Contact Center (German and Spanish language).**: **Machen Sie den nächsten Karriereschritt bei ABB: Treiben Sie in einem globalen Team die Transformation von Gesellschaft und Industrie in eine produktivere und nachhaltigere Zukunft voran. Bei ABB fördern wir Vielfalt und Inklusion in allen Bereichen - ob Alter, Geschlecht,...

  • Customer Service Specialist

    4 months ago

    Hamilton, New Zealand Asset Recruitment Full time

    **About the company** Rose Optometry is an independent practice which has been operating for 53 years and is a recognised leader in the optical industry. At the forefront of advancements offering the latest in visual correction and eye care, this role offers a unique environment that is so much more than your conventional Optometry practice. With people at...

  • Customer Relations Representative

    5 months ago

    Hamilton, New Zealand IDEXX Full time

    IDEXX is seeking a customer relations professional, with a proven background in customer service for an exciting opportunity! Working in a hybrid work model and reporting to the Customer Relations Team Supervisor, this role offers an opportunity to showcase your exceptional customer service skills to our veterinary customers in support of our unique and...

  • Service Desk

    4 months ago

    Hamilton, New Zealand Delivery Centric Technologies Full time

    **Job Title**:Service Desk/ Help Desk / Tech support** **Location: Hamilton, NZ** **Employment Type**:Full Time** **Years of Experience** - 2 - 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks **Certification requirements** - Preferred MCP/MSCE/MSCA...