Customer Experience Representative

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

Benefits offered by this job

9% Superannuation

Wellness programmes

Employee discounts

Job summary

ACC in New Zealand is seeking a Customer Experience Representative to support customers through inbound calls, emails, and live chat. After a comprehensive induction, you’ll help clients on their recovery journey with empathy and resilience.

The role offers training, development, and opportunities to progress within ACC. The position is full-time (40 hours/week), Monday to Friday, 8am–6pm on a rotating roster, with a set start date of Monday 25 January 2027.

Qualifications

• Customer-focused communicators – first point of contact for ACC's customers.
• Resilient and adaptable in a fast-paced environment.
• Accountable professionals who own their work and follow through.

Responsibilities

• Handle inbound calls and provide accurate information.
• Respond to customer emails and live chat as needed.
• Support clients and providers through their journey and wellbeing.

Skills

Customer-focused communication

Resilient under pressure

Empathetic approach

Time management

Adaptable

Tech-savvy

Team player

NZ work rights

Job description

Job Details

• 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 organization, 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 | Mō te tūranga mahi

As a Customer Experience Representative, you'll be one of the first voices our customers hear on their journey to recovery. After a comprehensive induction and training programme which combines classroom learning with hands‑on experience, you'll begin supporting our clients and providers through inbound calls, ensuring they receive the right information and support. 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, strong time management skills and proactively leading your wellbeing by using the support available. As you grow in the role, you'll have opportunities to expand your skills and take on additional responsibilities, including responding to customer emails and live chat, as well as supporting our business clients. This is a fantastic entry point into ACC, offering valuable insight into how our organisation works and setting you up with the knowledge and experience to grow your career with us. This role has a set start date of Monday 25 January 2027. It is a full-time position (40 hours per week), working Monday to Friday between 8am and 6pm on a rotating roster. Your scheduled hours will be shared with you approximately four weeks in advance.

About you | Mōu

• Customer-focused communicators - You'll be the first point of contact for ACC's customers, providing a great experience through clear, confident communication with people from all walks of life.
• Resilient and adaptable - You're comfortable managing challenging conversations, working under pressure in a fast-paced environment, and adapting to change while maintaining your wellbeing.
• Accountable professionals - You take ownership of your work, follow through on commitments, and act with honesty and integrity.
• Proactive problem-solvers - You can think on your feet to find solutions, use sound judgement to know when to elevate, and apply business knowledge effectively.
• You thrive in a fast paced and changing environment, managing your work while keeping up with changing processes and updates.
• Tech-savvy - You're confident using technology and quick to learn new systems.
• Continuous learners - You're open to feedback, eager to learn, and committed to developing your skills to grow in your role and beyond.
• Collaborative and inclusive colleagues - You value teamwork, respect diverse perspectives, and contribute to a supportive, inclusive workplace.
• You must hold New Zealand work rights at the time of application.
• Ability to complete a satisfactory Credit Check.

Working at ACC | Mō 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's important to us that people are free to be themselves at work. Here are some 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 appointing salary for this role will be $60,486 with an additional 9% superannuation contribution. ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme with features like no mandatory employee contribution, 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.