Customer Advocacy Specialist (Complaints)

AA New Zealand; Auckland; On-site; NZD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid working arrangement

Free AA Membership

Job summary

AA New Zealand is seeking a Customer Advocacy Specialist to lead formal complaint investigations with empathy and fairness. You will interview customers and staff, analyse interactions, and develop evidence-based resolutions that balance customer needs with business requirements.

The role emphasizes clear communication, meticulous documentation, and collaboration across teams to drive improvements and prevent future issues.

Qualifications

• Demonstrates exceptional customer focus and advocates for the customer while understanding business constraints.
• Shows a strong investigative mindset and ability to think critically and objectively.
• Excellent communication skills for handling sensitive conversations with professionalism and empathy.
• Proven problem-solving skills with resourcefulness and creativity in finding solutions.
• Meticulous attention to detail with thorough documentation of all interactions.
• Experience in complaints handling, customer service, or related field is highly desirable.

Responsibilities

• Lead investigations into formal complaints with a focus on uncovering facts and root causes.
• Conduct interviews with customers, staff and stakeholders to gather detailed insights.
• Analyse data, documentation and interactions to build a clear picture of events.
• Develop evidence-based recommendations and resolutions balancing customer fairness with business needs.
• Communicate findings and outcomes clearly and empathetically to all parties.
• Collaborate with internal teams to drive continuous improvement and prevent future issues.
• Maintain accurate records and contribute to reporting and trend analysis.

Skills

Customer focus

Investigative mindset

Communication skills

Problem solving

Attention to detail

Complaints handling

Job description

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years the AA has 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 a wide range of services and products to Members and customers.

We’re now looking for a Customer Advocacy Specialist who thrives on investigation, empathy, and resolution to join the AA team.

What You’ll Be Doing | Mō te Tūranga

As a Customer Advocacy Specialist, you’ll be the central figure in managing formal complaints across a diverse range of products and services. Think of yourself as a detective—gathering evidence, interviewing stakeholders, and piecing together what really happened. Your mission? To ensure fair, thorough, and timely resolution of customer concerns while safeguarding the integrity of our business.

Key responsibilities include:

• Lead investigations into formal complaints with a focus on uncovering facts and identifying root causes.
• Conduct interviews with customers, staff, and other stakeholders to gather detailed insights.
• Analyse data, documentation, and interactions to build a clear picture of events.
• Develop evidence-based recommendations and resolutions that balance customer fairness with business requirements.
• Communicate findings and outcomes clearly and empathetically to all parties.
• Collaborate with internal teams to drive continuous improvement and prevent future issues.
• Maintain accurate records and contribute to reporting and trend analysis.

About You | Mōu

• Exceptional customer focus– you advocate for the customer while understanding business constraints.
• Strong investigative mindset– you love solving puzzles and can think critically and objectively.
• Excellent communication skills– you can hold sensitive conversations with professionalism and empathy.
• Problem-solving expertise– you’re resourceful, analytical, and creative in finding solutions.
• Attention to detail– you notice what others miss and document everything meticulously.
• Experience in complaints handling, customer service, or a related field is highly desirable.

What We Offer |Ngā āhuatanga kei a mātou

• Free AA Membership for you and your whānau
• A day off for your birthday
• Hybrid working arrangement
• Training available / career development
• Discounted insurance

Here, we offer a lot more than roadside assistance. We’re constantly evolving and advancing. If you’re passionate about uncovering the truth, solving complex problems, and making things right for customers—while keeping business needs in balance, we’d love to hear from you!

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.

We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don’t meet all the requirements, please still get in touch. We’d love to korero to see if you might be a great fit for the role.