Complaints Specialist
14 hours ago
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 recognising process improvement and value add across the Member experience. You will also prepare executive and board reports, identifying valuable data insights to our Member's experience and supporting continuous process improvements to reduce risk. If you think this sounds like you, we'd love to hear from 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 Stage 1 and Stage 2 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_.
-
Customer Complaints Specialist
6 days ago
Auckland, Auckland, New Zealand Watercare Services Limited Full time NZ$60,000 - NZ$120,000 per yearHe kōrero mō mātou | About Watercare Ki te ora te wai, ka ora te whenua, ka ora te tangataWhen the water is healthy, the land and the people are healthyNow is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average...
-
Auckland, Auckland, New Zealand Suncorp New Zealand Full time NZ$120,000 - NZ$180,000 per yearAt Suncorp New Zealand, we're on a mission to make every customer interaction meaningful — and we're looking for a passionate Customer Advocacy, Culture and Complaint Resolution leader to help us make that happen.In this pivotal leadership role, you'll drive customer-centric strategies that inspire advocacy, empower teams, and create exceptional outcomes...
-
Auckland CBD, New Zealand Suncorp Full time NZ$120,000 - NZ$180,000 per yearAt Suncorp New Zealand, we're on a mission to make every customer interaction meaningful — and we're looking for a passionate Customer Advocacy, Culture and Complaint Resolution leader to help us make that happen.In this pivotal leadership role, you'll drive customer-centric strategies that inspire advocacy, empower teams, and create exceptional outcomes...
-
Customer Support Specialist
1 week ago
Auckland Airport, New Zealand maui, Britz, mighty Full time NZ$50,000 - NZ$80,000 per yearCustomer Support Specialist Wanted at Tourism Holdings Limited (thl)Tourism Holdings Limited (thl) is the world's leading provider of holiday vehicles for rent and sale, operating under various brands across Australia, New Zealand, the USA, and the UK. Our brands include maui, Apollo, Britz, Cheapa Camper, Hippie, Mighty rentals, and more. We also design...
-
Customer Resolutions Specialist
3 days ago
Auckland City, New Zealand Vector NZ Full timeCustomer Resolutions Specialist - Full-time - Engagement type: Permanent - Employee - Department: Customer Excellence **About Us** If you love working with a diverse group of people who are all about putting the customer at the centre and enabling choice, you’ve found the right company. The energy sector is transforming at a rate of knots, and we want you...
-
Customer Resolutions Specialist
7 days ago
Auckland City, New Zealand Vector NZ Full timeCustomer Resolutions Specialist - Technical - Full-time - Engagement type: Permanent - Employee - Department: Customer Excellence **Energise your career** If you like the idea of being a part of mahi that makes a fundamental difference to the lives of people in your community, then perhaps you should think about a role at Vector. So much of what we take...
-
Senior Specialist Pollution
7 days ago
Auckland City, New Zealand Auckland Council Full timeLead complex environmental investigations across the region, ensuring compliance under the RMA - Provide expert advice and training on pollution response and enforcement to staff and industry professionals - Make a real impact on Auckland’s environment and sustainability, with a region-wide role and the flexibility to work from the CBD office or from home...
-
Resolution Specialist
1 week ago
Auckland CBD, New Zealand Cultivate – SEEK Medium Agency of the Year 2023 & 2024 Full time NZ$90,000 - NZ$120,000 per yearComplaints Assessors & Senior Complaints Assessors Location: Auckland or Wellington | Hybrid flexibility | Multiple permanent roles Join a values-driven organisation that plays a vital role in ensuring fairness, accountability, and high-quality service outcomes for New Zealanders. We're looking for experienced Complaints Assessors and Senior Complaints...
-
Store Manager
2 weeks ago
Auckland City, New Zealand Discount Specialist Group Limited Full timeWe are currently seeking a qualified Store Manager to join our dynamic team in Auckland. This is a full-time role with a minimum of 30 hours per week. **Key Responsibilities**: **Retail Operations and Service Standards** - Determine the appropriate product mix and maintain optimal stock levels to meet customer demand and maximise sales. - Review and update...
-
Customer Success Specialist
7 days ago
Auckland City, New Zealand Kotahi Logistics Full timeKotahi is seeking a Customer Success Specialist to be an integral part of Kotahi's Operations team. This is a full time, fixed term opportunity to end of February 2026. In this role you’ll: - Deliver on customer expectations by ensuring timely and accurate responses to their requests - Champion continuous improvement by regularly reviewing processes with...