Customer Experience Representative

5 days ago

Tauranga, Bay of Plenty, New Zealand New Zealand Government Full time

Customer Experience Representative at Accident Compensation Corporation, Bay of PlentySupport the delivery of ACC's Huakina Te Ra StrategyJoin an organisation that supports and develops your careerMon - Fri, rostered shifts between 8am - 6pm | Work from home options once trainedRoles based in Rotorua & TimaruAs a Customer Experience Representative, you will be one of the first voices our customers hear on their way to recovery.
After a thorough induction and training period, involving a mix of both classroom and practical learning, you'll start answering inbound calls from our clients and providers, ensuring they get the information and support they need.

You will have opportunities to continually grow and develop your skills as a Customer Experience Representative and be trained to support our clients on emails and live chat as well as supporting our Business Customers.
This role is an excellent entry-level position into ACC, where you will learn a lot about different parts of the organisation.
This will equip you with the skills and knowledge you need to progress your career within the organisation.

This is a full-time role (40 hours per week), you will work Monday to Friday between the hours of 8am and 6pm on a rotating roster.
We will let you know what hours you'll be working approx.
four weeks in advance.

If you have some of the below qualities and you share ACC's core values that are centred around the well-being and safety of New Zealanders, then we want to hear from you

You are customer focused- you will consistently provide a great customer experience and be confident in a phone-based role being the first point of contact for ACC's customers.You have personal resilience- you will be someone who can manage challenging conversations with the help of the tools we provide and have the skill set to manage your own wellbeing.You have clear verbal and written communication- you will be confident communicating with a diverse range of people from all different walks of life.You are adaptable and can work under pressure- this is a fast-paced role, you will be comfortable working in a busy environment and be flexible to adapt to changes throughout your day.You can work in a structured environment- your days will be scheduled and structured so that we can meet the needs of our customers, you will be comfortable working in this way.We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs.

He aha taku e tumanako ai | What can I expect? Salary and benefits: The starting salary for this role is $59,000 PLUS a 9% superannuation contribution.
We offer a range of other benefits, such as subsidised health insurance and corporate discounts across a range of retailers.Great team culture: Our Contact Centre whanau foster a supportive and inclusive environment that caters to different learning styles and personalities.
In your team you will have weekly huddles and team meetings, giving you dedicated time to connect with your leader and colleagues.
We enjoy social events throughout the year, with some friendly competition, along with celebrating a variety of internal and external activities, we often partake in shared kai (food) in the office and celebrate individual and team successes.Commitment to your career development: You will have regular career and development conversations with your leader and on-the-job skill development and coaching.
Many of our team have progressed into a variety of roles at ACC including roles that support with financial payments, client recovery and people leadership.Work-life balance: You will leave your work at work, you won't be asked to work late or come in on a day off.
Once you are trained at the role (6 months minimum) you may have the opportunity to work from home up to 3 days a week.ACC exists to support people - we help prevent injuries and get New Zealanders and visitors back to everyday life if they've had an accident.

Our vision is Tonui Ake Nei | Thriving Aotearoa - a future where we work together so that all people and their communities can live lives they value.

Our purpose is to improve lives every day through a focus on prevention, care, and recovery for all people in Aotearoa New Zealand who are affected by injury.

Our strategy, Huakina Te Ra is underpinned by Te Tiriti o Waitangi / The Treaty of Waitangi and our commitment to partnering with Maori and achieving equitable wellbeing outcomes for Maori.
The strategy gives effect to Te Tiriti o Waitangi / The Treaty of Waitangi through our waka hourua partnered approach and dual-framing.

You can find more about ACC and the work we do here.

Me pehea te tuku tono | How to apply Please attach your CV and cover letter telling us why you would be a great fit and what you would bring to the role.

This role has a set start date of Monday 28th April 2025.
Applications will close at 11.59pm on Sunday 2nd March 2025 and can only be accepted when submitted through our ACC Career Website.
If you encounter accessibility issues when submitting your application, or if you have any patai (questions) about the role please email ******.

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