Customer Experience & Support Coordinator

Aotearoa New Zealand Association of Social Workers; Ōrākei; On-site; NZD 34,000 - 48,000; Part time

Benefits offered by this job

Flexible hours

Competitive pay

Supportive team

Wellbeing programs

NZ healthcare impact

Job summary

NZMII is seeking a Customer Experience & Support Coordinator to join our team. This part-time role supports claims administration and customer service operations, focusing on listening, building trust and efficient processes.

You will manage inquiries and assist with policy and claims administration to ensure quality service for our insured doctors. You will handle claims from start to resolution, process new policy applications and renewals, and coordinate with internal teams to improve

Qualifications

• Excellent written and verbal communication; able to engage with diverse stakeholders.
• Strong organizational skills with ability to manage multiple tasks.
• Experience in customer service and handling confidential information.
• Proficiency with MS Office and customer management systems.
• Ability to work independently and as part of a team.

Responsibilities

• Provide responsive and professional customer service to members and inquiries.
• Process and manage claims from receipt to resolution with accuracy.
• Handle new insurance policy applications and renewals efficiently.
• Coordinate with internal teams and external stakeholders on claims.
• Prepare policy/claims reports and support administrative tasks.
• Identify opportunities to improve customer experience and provide feedback.

Skills

Customer service

Administrative skills

Organization

Communication skills

MS Word/Excel

Privacy & confidentiality

Tools

Customer Management Systems

Job description

Customer Experience & Support Coordinator

New Zealand Medical Indemnity Insurance Limited (NZMII) View all jobs

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

• 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

• 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

• 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.