Resolution Specialist

2 days ago

Hamilton, New Zealand Accident Compensation Corporation Full time

**_Work autonomously in a varied and rewarding role _**:

- **Based in Te Rapa, Hamilton**:

- **Work from home up to 3 days per week**

**Manage the end-to-end resolution of our customer complaints process by listening, gathering information, and working with the customer to find the best solution.**

As a Resolution Specialist, you will work in partnership with the customer and our internal staff to implement the best solution to restore the relationship while acting in accordance with the legislation. In some instances, this may include issuing decisions under the ACC Code of Claimant Rights, engaging with alternative dispute resolution and mediation practices and working with advocacy services. Your work could also include recommendations for appropriate remedies to address service failures.

You will have plenty of variety in your work and autonomy in your day-to-day work to make a real difference to our customers experience with ACC. From day one, we offer great support, including a strong induction programme to get you up to speed.

Click here to learn a little more about the role.

**Some of what we can offer you**:

- A starting salary of $69,795 PLUS a 9% superannuation contribution (regardless of your contribution)
- A varied, rewarding role with fantastic team support
- Employee networks to support our colleagues from diverse backgrounds.
- After about 6 months, the ability to work from home up to 3 days per week (we provide you with a laptop, headset, monitor, cables, mouse, and a keyboard to support this)
- Development opportunities in te reo Māori me ngā tikanga.

**What you need to be successful**:

- Previous experience in complaints management and/or dispute resolution. Your previous roles will have been within either a client facing or customer service environment where you will have investigated issues and liaised with several different people to resolve these.
- This role is not for the faint hearted; therefore, you will need to have great resilience and resolution skills engrained in everything you do.
- Motivation to achieve great results and get your team noticed. You'll be proactive and responsive in your approach. You will thrive on resolving problems and getting great outcomes.

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