Customer Resolution Advisor

4 months ago

Auckland City, New Zealand Suncorp Group Full time

Are you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia’s and New Zealand’s leading financial services groups, you’ll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you’ll be supported to grow your own future further too, backed by a culture of continuous improvement, empowerment, and flexibility.

We are currently looking to fill the vacancy of a Customer Resolution Advisor within our Customer Advocacy & Performance team on a 12months contract with a view to the role being made permanent. The purpose of this role is to support Suncorp New Zealand’s response to customer complaints (major focus of role), support customers experiencing vulnerability and grow company maturity in both these areas.

**Your key areas of focus will be**:

- Support teams to deliver best practice complaints management. Promote Suncorp's complaints management and customer care, ensuring solutions that address the issues for the customer and including the development of complaints case studies and sharing best practice
- Monitor and analyse data, to ensure good customer outcomes are being provided
- Track and report on complaint trends and outcomes. Identify pain point trends and connect to business actions to improve systems, processes, monitor to ensure actions undertaken reduce pain points
- Manage escalated complaints including those with the Insurance and Savings Ombudsman
- Responsible for compliance with regulatory and company obligations for complaints and customers experiencing vulnerability
- Continuous improvement. Contribute to the design of best practice feedback management, including culture, system, process, and way-of-working considerations
- Provide feedback and coaching on opportunities to improve the experience and outcomes for customers in complaints and Customers Experiencing Vulnerability
- Engage and influence stakeholders in the management of complaints and customers experiencing vulnerability support

**What you'll need to succeed**:

- Desired: Experience within the Insurance industry
- Effective communication skills with a passion for providing outstanding customer support
- Proactive and self led specialist
- Strong understanding and demonstrated commitment to process improvement
- Sound understanding and proven ability in the provision of high quality client servicing, processes and standards and the ability to translate these to customer outcomes
- Desired: complaint management experience
- Ability to manage multiple priorities
- Ability to work with Team Leaders and senior stakeholders
- Process project management experience and the ability to translate process to customer outcomes
- Motivated and optimistic team player driven to enhance the customer experience
- Strong interpersonal, negotiation and influencing skills
- Ability to clearly and concisely transfer technical and business knowledge to both colleagues and customers
- Desired: Salesforce experience

**Our Benefits**
- Positive, inclusive team environment where we welcome individuality and celebrate diversity
- Flexible work arrangements embracing a healthy work/life balance
- Ongoing learning and development opportunities

**Advertised**: 12 Sep 2024 New Zealand Standard Time
**Applications close**: 26 Sep 2024 New Zealand Standard Time

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