Customer Experience Representative

New Zealand Government; Dunedin; On-site; NZD 54,000 - 67,000; Full time

Benefits offered by this job

9% superannuation

Wellbeing programme

Staff discounts

Career progression

Full training

Job summary

ACC is seeking a Customer Experience Representative to be the first point of contact for our clients on their recovery journey. You will handle inbound calls, emails and live chat, supported by a thorough induction and training programme that blends classroom learning with hands-on experience.

We offer a managed start date and a 40-hour week, Monday–Friday on a rotating 8am–6pm schedule. This entry-level role provides growth opportunities within ACC and New Zealand Government services.

Qualifications

• Customer-focused approach to interactions with clients.
• Ability to handle sensitive conversations with empathy and professionalism.
• Clear verbal and written communication across diverse audiences.
• Comfort working in a fast-paced, structured environment.
• Willingness to learn and grow within ACC.

Responsibilities

• Handle a high volume of inbound customer calls and emails.
• Complete induction and training, blending classroom and hands-on learning.
• Engage with clients and providers to support recovery pathways.
• Demonstrate resilience and empathy in challenging conversations.
• Work a 40-hour week, Monday–Friday, with a rotating 8am–6pm schedule.

Skills

Customer focus

Resilience

Verbal & written communication

Adaptable / under pressure

Structured work style

Job description

• Multiple permanent opportunities available
• Grow your career with full training, skill development and opportunities to progress
• Work Monday to Friday - no weekends and no late nights!
• 9% superannuation contribution, wellness and employee discount programmes

About us

Mō mātou ACC is a trusted and high-performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future. You can find more about ACC and the work we do here.

About the role

As a Customer Experience Representative, you will be one of the first voices our customers hear on their way to recovery. You'll take inbound calls from our clients and providers while completing a thorough induction and training programme that blends classroom learning with hands'on experience, ensuring you're supported every step of the way.

We are looking for individuals who can demonstrate resilience in this role by:

• Managing a high-volume of customer calls
• Being confident with more sensitive discussions and showcasing empathy with clients
• Having strong time'management skills
• Proactively leading your wellbeing by using the support available

You will have opportunities to continually grow and develop your skills as a Customer Experience Representative.

You will be trained to support our clients via emails and live chat, as well as assisting our business levies customers.

This role is an excellent entry-level position into ACC, where you will learn a lot about different parts of the organisation.

We regularly recruit Customer Experience Representatives as many of our kaimahi (people) progress and develop into other areas of the business within 1-2 years.

This role has a set start date of Monday 18 January 2027.

This is a full-time role (40 hours per week), you will work Monday to Friday between the hours of 8am and 6pm on a rotating roster. We will inform you of your working hours approximately four weeks in advance.

About you

• You are'customer focused'- you will consistently provide a great customer experience and be confident in a phone-based role being the first point of contact for ACC's customers.
• You have'personal resilience'- you will be someone who can manage challenging conversations with the help of the tools we provide and have the skill set to manage your own wellbeing.
• You have'clear verbal and written communication'- you will be confident communicating with a diverse range of people from all different walks of life.
• You are'adaptable and can work under pressure'- this is a fast-paced role, you will be comfortable working in a busy environment and be flexible to adapt to changes throughout your day.
• You can work in a structured environment'- your days will be scheduled and structured so that we can meet the needs of our customers, you will be comfortable working in this way.

Working at ACC

At ACC, we embrace the rich tapestry of Aotearoa New Zealand's cultures and are dedicated to providing equitable opportunities. We know that a diverse and inclusive team helps us meet the needs of our customers, and we encourage applications from individuals of all backgrounds, ethnicity, national origin, gender identity, age, and those with diverse abilities. It is important to us that people are free to be themselves at work.

Ways we encourage that

• Employee networks to support our colleagues from diverse backgrounds.
• The option to explore flexible working that suits your needs and ours.

The starting salary for this role is'$60,486 and we offer an additional 9% superannuation contribution.

ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme with features like 0% contribution required by you, optional life and income protection insurance, and the flexibility to change to a locked plan at any time, ensuring your financial security now and in retirement.