Customer Advocacy Specialist (Complaints)

The New Zealand Automobile Association (Incorporated); Auckland; Sur place; NZD 65 000 - 95 000; Plein temps

Avantages offerts par ce poste

Free AA Membership for you and your wh

A day off for your birthday

Hybrid working arrangement

Training available / career develop

Discounted insurance

Résumé du poste

The New Zealand Automobile Association (Incorporated) is seeking a Customer Advocacy Specialist who thrives on investigation, empathy, and resolution to join our AA team.

You will lead investigations into formal complaints across a range of products and services, interviewing customers, staff, and stakeholders to gather insights and develop evidence-based recommendations that balance fairness with business needs.

Qualifications

• Exceptional customer focus with advocacy for customers while balancing business needs.
• Strong investigative mindset with critical and objective thinking.
• Excellent communication to handle sensitive conversations with empathy.

Responsabilités

• Lead investigations into formal complaints with focus on uncovering facts and root causes.
• Interview customers, staff, and stakeholders to gather detailed insights.
• Analyse data, documentation, and interactions to build a clear events picture.
• Develop evidence-based recommendations balancing customer fairness with business needs.
• Communicate findings 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.

Connaissances

Exceptional customer focus

Investigative mindset

Excellent communication

Problem-solving

Attention to detail

Experience in complaints handling

Description du poste

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.

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 1.8 million Members. Our purpose of caring for our Members and the people, spaces and places that are important to them drives us and connects us as a team.