Customer Relationship & Complaints Lead (NZ Claims)

Morgan Project Services (NZ) Ltd; Auckland; On-site; NZD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Laptop provided

Mobile phone provided

Career development opportunities

Employee assistance program

Job summary

Morgan Project Services seeks a customer-focused role to enhance the claim journey, handling complaints and escalations to fair, timely outcomes. You will coordinate with insurers, brokers and contractors to ensure customers are heard and supported throughout the process.

Experience in insurance, construction or project management is advantageous. Based in Auckland or Christchurch, the role offers health insurance and a path for professional growth.

Qualifications

• Proven experience in customer service and complaints management.
• Ability to manage difficult conversations with empathy.
• Strong relationship-building skills across multiple teams.

Responsibilities

• Handle complaints, escalations and resolutions within agreed timeframes.
• Identify and support vulnerable customers throughout the claims journey.
• Maintain professional relationships with insurers, brokers and internal teams.
• Contribute to continuous improvement using insights from complaints.

Skills

Customer service

Complaints management

Communication

Job description

Morgan Project Services seeks a customer-focused role to enhance the claim journey, handling complaints and escalations to fair, timely outcomes. You will coordinate with insurers, brokers and contractors to ensure customers are heard and supported throughout the process.

Experience in insurance, construction or project management is advantageous. Based in Auckland or Christchurch, the role offers health insurance and a path for professional growth.