Complaints Specialist

At MAS we're on a mission to get even better at the exceptional service our Members have loved us for, for over 100 years. As the Member Complaints Specialist you will play a pivotal role in managing and resolving member complaints at the earliest stage, ensuring swift and satisfactory outcomes. This role requires a high level of customer care and support whilst supporting our staff to handle complaints better, improving our processes, and adding value across Member experience. You will also prepare executive and board reports, identifying valuable insights to our Members experience and supporting continuous process improvements to reduce risk. So if you have experience evaluating insights and discussions with senior leaders or delivering exceptional customer care to Members and turning their negative to a positive, this may be for you.

**What a day might look like**
- Proactively work to resolve customer complaints promptly, aligning with our goal of delivering outstanding customer experiences.
- Engage directly with customers to investigate, assess, and resolve complaints as required, ensuring a positive and effective communication style.
- Provide training and guidance to frontline teams handling complaints to ensure effective management and early resolution.
- Compile regular reports for management and the Board, summarizing complaint trends, insights, and any recurring issues impacting customer satisfaction.
- Enhance systems to monitor and report on complaint data, identifying trends and generating actionable insights for business units to improve customer service and complaint resolution.

**What we're looking for**
- Problem solving abilities & exceptional listening skills
- Clear written and verbal communication
- Proficient in relevant CRM or complaint management systems and data analysis tools
- Minimum of 5 years in customer service, complaints management or a related field.
- Previous experience in the development of processes and procedures to maximise efficiencies.

**About us**

We're all about enabling financial health and wellbeing for our Members and our community and we're on a mission to work in new ways and get even better at what we do. We're an Insurance and Investments company with a difference - we're owned by our Members and we make meaningful contributions to our community through our charitable Foundation. We're a small company where you get to have a big impact.

At MAS you'll join a team that's:

- Motivated to make a difference
- Focused on achieving big things for our Members and building a better mutual
- Led by our values of Make a difference, In it together and Own it, do it
- Supportive and inclusive - everyone is valued for what they bring
- Looked after with a range of benefits including Health, Life insurance and KiwiSaver
- _ MAS has been voted Consumer People's Choice by our Members 9 years in a row for House, Contents and Car insurance_.