Customer Advocacy Manager

1 month ago


Auckland City, New Zealand The New Zealand Automobile Association Inc. Full time

**Customer Advocacy Manager**:

- **Reference**: 33982
- **Posted on**: 10 Apr 2024
- **Closes on**: 02 May 2024 12:00
- **Locations**: Auckland - Central
- **Job level**: Management (8+ years)
- **Work type**: Full-time
- **Additional info**: Customer Advocacy Manager_Final_ Nov 23.pdf

**What You'll Be Doing | Mō te Tūranga**

In this newly created role, the Customer Advocacy Manager oversees AA's complaints management framework and program, including leadership of the operational team that support the current way of working. They champion and maintain strong customer advocacy practices to enhance satisfaction, working across business units and partners to empower staff in complaint resolution. This role, part of the CX Experience Insights team, optimizes Member and customer outcomes, communicates insights for improvement, and ensures a customer-centric approach across products, processes, and engagement.
- Serve as the primary point of contact for our complaints management function to ensure Member and customer complaints are appropriately handled and resolved, ensuring good customer outcomes.
- Ensure ongoing maintenance, review and updating of AA's Complaints Framework and associated processes.
- Collaborate and lead complaints initiatives and embed key insights into AA's business processes and activities.
- Analyse and report on the complaints management programme, identifying areas for improvement and corrective actions.
- Identify trends within Member and customer concerns for complaints reporting, ensure data accuracy and compliance reporting obligations and met and reported to relevant committees.
- Chair an AA wide complaints forum for the management of escalations requiring cross functional awareness and decision making.
- Ensure team members have a clear understanding of their role and responsibilities, and how the work with other functions with Cx and the wider AA.

**About You | Mōu**
- Tertiary qualification in a relevant field
- A minimum of 5 years' leadership experience in a large, or complex organisation
- Proven experience in delivering customer outcomes and a passion for resolving customer pain points.
- Strong knowledge of complaints management programmes, procedures and tools.
- Analytical mindset with the ability to interpret complaints data and draw meaningful insights.
- Proven ability to work cross functionally and achieve exceptional outcomes.
- Master of stakeholder management both internally and externally.
- Understanding of financial services regulatory requirements.

**What We Offer | Ngā āhuatanga kei a mātou**
- Free AA Membership for you and your whānau
- NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
- A day off for your birthday
- Hybrid working arrangement
- Worklife balance
- Discounted insurance

**Working with the AA | Me mahi tahi tatou ki AA**

For over 120 years we've been helping Kiwis on their adventures Today, we're one of New Zealand's most respected and trusted brands.

From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Come join us and take your career on its next adventure

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.

APPLY



  • Auckland City, New Zealand AA New Zealand Full time

    **What You'll Be Doing | Mō te Tūranga** In this newly created role, the Customer Advocacy Manager oversees AA's complaints management framework and program, including leadership of the operational team that support the current way of working. They champion and maintain strong customer advocacy practices to enhance satisfaction, working across business...


  • Auckland City, New Zealand The New Zealand Automobile Association Inc. Full time

    **Customer Advocacy Consultant**: - **Reference**: 31004 - **Posted on**: 17 Apr 2023 - **Closes on**: 14 May 2023 10:00 - **Locations**: Auckland - Central - **Job level**: Experienced (3 - 7 years) - **Work type**: Full-time - **Additional info**: Customer Advocacy Consultant.pdf Roadservice is our best known service with a goal of being Number One. This...

  • Director of Advocacy

    2 weeks ago


    Auckland City, New Zealand Niche Full time

    Director of Advocacy - Influential health and disability consumer advocacy role - Across sector stakeholder relationship management - Executive and strategic leadership opportunity **Ko wai tātou | Who we are** The Health and Disability Commissioner (HDC) is tasked with independently promoting and protecting the rights of people using health and...

  • Director of Advocacy

    2 weeks ago


    Auckland City, New Zealand New Zealand Government Full time

    Director Of Advocacy | Pouārahi Taunaki Motuhake - Influential health and disability consumer advocacy role - Across sector stakeholder relationship management - Executive and strategic leadership opportunity Ko wai tātou | Who we areThe Health and Disability Commissioner (HDC) is tasked with independently promoting and protecting the rights of people...


  • Auckland City, New Zealand Suncorp Group Full time

    Suncorp is an organisation on the move! We focus on innovation and continually challenge our people to think outside the square. Committed to our people, we have a culture where leaders are empowered to make decisions and individuals are able to succeed in a supportive environment that rewards both teamwork and ambition. Do you want to be part of the success...


  • Auckland City, New Zealand AA New Zealand Full time

    Roadservice is our best known service with a goal of being Number One. This means providing the fastest, friendliest, most efficient and highest quality roadside assistance. The structure of Roadside Solutions Team is changing to ensure we continue to deliver great customer outcomes and position the business to take advantage of growth opportunities. The...


  • Auckland, New Zealand New Zealand Government Full time

    Director Of Advocacy | Pouārahi Taunaki Motuhake Influential health and disability consumer advocacy role Across sector stakeholder relationship management Executive and strategic leadership opportunity Ko wai tātou | Who we are The Health and Disability Commissioner (HDC) is tasked with independently promoting and protecting the rights of people using...


  • Auckland, New Zealand Niche Full time

    Director of Advocacy Influential health and disability consumer advocacy role Across sector stakeholder relationship management Executive and strategic leadership opportunity Ko wai tātou | Who we are The Health and Disability Commissioner (HDC) is tasked with independently promoting and protecting the rights of people using health and disability services...


  • Auckland City, New Zealand Auckland Transport Full time

    Auckland Transport aspires to provide excellence across all of our customer touch points, enabling everyone to get the most out of Auckland's transportation system. Our employees have an abundance of talent, knowledge and experience and play an integral part in our success in the future. We invite you to be part of this new journey. The purpose of this...


  • Auckland, Auckland, New Zealand National Advocacy Trust Full time

    We are in search of an ambitious Health & Disability Advocate to join our talented team at National Advocacy Trust in Whangarei Central, Northland.Growing your career as a Part time Health & Disability Advocate is a remarkable opportunity to develop valuable skills.If you are strong in creativity, project management and have the right enthusiasm for the job,...


  • Auckland City, New Zealand IHC New Zealand Full time

    Permanent, full-time position! - Based in Wellington or Auckland - Competitive salary of up to $100,000, depending on experience! **Mō te tūnga | About the role** Kei te whai mātou i tētahi Kaiwhakahaere Mātauranga Whakapānga e ngākaunui ana, e whai wheako ana, hei ārahi i tō mātou rōpū Kaiwhakapā Whānui i te Hapori We are seeking an...

  • Principal Advisor

    3 weeks ago


    Auckland City, New Zealand Auckland Transport Full time

    Auckland Transport is leading the development of transport infrastructure and solutions that enable healthy and accessible communities. Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will...

  • Senior Policy

    4 weeks ago


    Wellington City, New Zealand The Royal Australasian College of Physicians Full time

    Posted: 16/02/2024 Closing Date: 06/03/2024 Job Type: Permanent - Part Time Location: Wellington CBD Job Category: Research, Writing & Content Development **About the RACP** The Royal Australasian College of Physicians (‘RACP’) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP...


  • Wellington City, New Zealand New Zealand Government Full time

    Discover a career with purpose at MBIE Discover a career with purpose at MBIE - We speak to power - can you? - Do you want to help make a real difference for residential and business electricity consumers? - Wellington location, permanent position - Salary range: $126,790 - $190,186 **Tēnei tūranga - About the role**: We have a unique opportunity for an...


  • Auckland City, New Zealand Lightspeed Commerce Full time

    **Hi there! Thanks for stopping by**: Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place! We're looking for a Customer Success Manager to join our APAC Retail Engagement team in Auckland. Their main objective will be to maintain customer and revenue retention and facilitate upsell/cross-sell...


  • Auckland City, New Zealand LifeWorks Full time

    TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for...


  • 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...


  • Wellington City, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...


  • Auckland City, New Zealand Halter Full time

    The future of food production hinges on an important question: How do we feed the world’s growing population without compromising our natural resources? Farmers feed our population and hold the keys to vital climate solutions. At Halter, we’re on a mission to enable farmers to run the most productive and sustainable farms. Farmers are using Halter to...


  • Wellington City, New Zealand Amazon Web Services New Zealand Limited - C96 Full time

    Demonstrable experience leading and program managing complex, large scale, IT/technical/platform programs - Prior experience working with or managing large technical programs, particularly at tier 1 companies and/or Government agencies. - Previous experience in a customer facing role (either as a supplier, or delivering in a supplier-customer relationship...