Customer Advocacy Coordinator

3 days ago

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

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years the AA have 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 a million Members.

What You'll Be Doing | Mō te Tūranga

As our Customer Advocacy Coordinator, you’ll be the central link in our complaints process—triaging cases, assessing risk, and ensuring every issue is routed to the right specialist quickly and accurately. You won’t need to fix every problem, but you’ll make sure the right people can.

Key Responsibilities
- Triage incoming complaints: Assess urgency, risk, and documentation needs.
- Coordinate case flow: Assign complaints to the right specialist or escalate appropriately.
- Clarify and gather information: Contact customers when needed to ensure cases are complete.
- Maintain Salesforce integrity: Keep fields and dropdowns accurate and up to date.
- Support reporting: Pull data from Salesforce, manipulate in Excel, and present insights.
- Drive process improvements: Spot inefficiencies and help the team work smarter.
- Collaborate across teams: Work with internal stakeholders to support complaint resolution.

About You | Mōu

You’ll need a sharp eye for detail, strong judgment, and the ability to quickly assess urgency and risk. You’ll also be comfortable working with data, using Excel to turn raw information into meaningful insights that help the team and wider business improve.

You'll also bring:

- Coordination mindset - you’re the person who keeps things moving and ensures nothing falls through the cracks.
- Advanced Excel skills - you know how to slice, dice, and present data meaningfully.
- Salesforce confidence - you’re comfortable navigating and maintaining CRM systems.
- Clear communicator - you can engage with customers and colleagues at all levels.
- Proactive and curious - you take initiative and aren’t afraid to ask questions or challenge the status quo.
- Experience in customer service, coordination, or administrative roles is highly valued.

If you’re someone who thrives on precision, coordination, and clarity then we'd love to hear from you

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- Discounted insurance
- 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._

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