Customer Experience & Support Coordinator

New Zealand Medical Indemnity Insurance Limited (NZMII); Auckland; On-site; NZD 24,000 - 38,000; Part time

Job summary

NZMII in Auckland is seeking a part-time Customer Experience & Support Coordinator to join our claims administration and customer service operations. You will greet members, process policy applications and claims, liaise with internal teams and external stakeholders, and contribute to improving service delivery.

This role offers flexibility and a supportive team environment as we help doctors and healthcare professionals practise at their best.

Qualifications

• Experience in customer service and supporting claims or policy processes.
• Strong organisational and administrative abilities.
• Proficiency with MS Word and Excel.
• Ability to handle confidential information with privacy compliance.
• Able to work independently and in a team.

Responsibilities

• Provide responsive and professional customer service to members.
• Process and manage claims from initial receipt to resolution.
• Manage new insurance policy applications and renewals.
• Liaise with internal teams, legal advisors and external stakeholders.
• Prepare policy and claims reports; support admin tasks.
• Identify opportunities to improve customer experience.
• Coordinate member communications and support initiatives.

Skills

Organisational skills

Communication skills

Multitasking

Customer service

Privacy/compliance awareness

Teamwork

Independence

Tools

Word

Excel

CRM / CMS

Job description

Customer Experience & Support Coordinator

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New Zealand Medical Indemnity Insurance Limited (NZMII) - Auckland, North Island

Help us make a difference when it matters most.

New Zealand Medical Indemnity Insurance Limited (NZMII) is a specialist home grown provider of medical indemnity insurance to doctors and healthcare professionals.

We're looking for a Customer Experience & Support Coordinator to join our growing team. Someone who knows that great service is about more than answering a phone or processing an enquiry. It's about listening, building trust, taking ownership and making a difficult situation easier for our insureds.

This is a part-time position that plays a vital role in supporting our claims administration and customer service operations. You will be instrumental in ensuring our members receive exceptional service whilst managing insurance policy applications and claims processes efficiently and professionally.

This role offers flexibility whilst contributing meaningfully to the organisation's mission of supporting our doctors and healthcare professionals to practice at their best.

What you'll be doing

Your key responsibilities will include:

Providing responsive and professional customer service to our members, addressing enquiries and concerns promptly

Processing and managing claims from initial receipt through to resolution, ensuring accuracy and compliance with policy terms

Managing new insurance policy applications and renewals efficiently whilst maintaining insureds records and payments

Liaising with internal teams, legal advisors and external stakeholders to facilitate claims management

Preparing policy and claims reports and supporting management with administrative tasks related to policy and claims administration

Identifying opportunities to improve customer experience and providing feedback to enhance service delivery

Contributing to the coordination of member communications and support initiatives

What we're looking for

To succeed in this role, you will need:

Strong organisational and administrative skills, with the ability to manage multiple tasks and priorities simultaneously

Excellent written and verbal communication skills, with the ability to communicate clearly with diverse stakeholders

Proficiency in Microsoft Office applications, particularly Word and Excel, as well as Customer Management Systems

Attention to detail and a commitment to accuracy in all administrative work

Customer service experience and a demonstrated commitment to providing professional, empathetic support

Ability to work both independently and collaboratively within a team environment

A professional approach to confidential information and adherence to privacy and compliance requirements

Problem-solving skills and the ability to adapt to changing priorities

What we offer

We are committed to supporting our employees and offer a range of benefits that reflect this commitment:

Part-time working arrangements that provide flexibility and work-life balance

Competitive remuneration aligned with experience and qualifications

A collaborative and supportive team environment where your contributions are valued

Health and wellbeing support initiatives for all employees

The opportunity to work for an organisation with a clear mission to support New Zealand's healthcare professionals

About us

New Zealand Medical Indemnity Insurance Limited (NZMII) is a leading provider of medical indemnity insurance and support services for doctors and healthcare professionals across New Zealand. Our organisation is built on principles of integrity, professionalism and commitment to the healthcare sector. We pride ourselves on our knowledgeable team, our understanding of the healthcare industry, and our unwavering commitment to supporting our insureds through challenging situations. Working at NZMII means being part of an organisation that makes a genuine difference to doctors and healthcare professionals careers and practices.