Customer Relationship Manager

Morgan Project Services (NZ) Ltd; Auckland; Sur place; NZD 75 000 - 85 000; Plein temps

Avantages offerts par ce poste

Health insurance

Laptop provided

Mobile phone provided

Career development opportunities

Employee assistance program

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Complaints management

Communication

Description du poste

$75,000 – $85,000 per year + health insurance

Morgan Project Services (MPS) are experienced construction and insurance consultants, managing insurance claims across New Zealand. With extensive experience in disaster recovery and business as usual (BAU) claims - including some of the largest natural disaster responses in the Southern Hemisphere. We partner with insurers, contractors and homeowners to deliver residential and commercial repair and reinstatement projects, and we pride ourselves on being ready to respond quickly for people in their time of need.

Our people are passionate about supporting our clients through the moments that matter most, and we're always looking for smarter, more innovative ways to manage claims. It's genuinely rewarding work, our team will tell you there's nothing quite like helping someone get back into their home after a disaster, and that sense of purpose, paired with a genuine commitment to service, is what sets MPS apart.

About the role

This role can be based in Auckland or Christchurch and exists to enhance the customer experience throughout the claim journey - stepping in wherever a complaint, escalation or vulnerability arises to make sure it is heard, understood and worked through to a fair, timely outcome, while coordinating closely with insurers, brokers, project teams and contractors.

Key responsibilities

• Complaints, Escalations & Resolution: Complaints and escalated claims are identified, investigated and resolved fairly, consistently and within agreed timeframes.
• Customer Vulnerability & Care (CEV): Customers experiencing vulnerability are identified early and supported appropriately throughout the claims process.
• Stakeholder & Broker Relationship Management: Strong, professional relationships are maintained across insurers, brokers and internal teams to support smooth claim delivery.
• Continuous Improvement & Team Contribution: Insights from complaints and escalations are used to strengthen team capability and MPS's overall service delivery.
• Professional Standards, Safety & Compliance: The role is carried out safely and professionally, in line with MPS and Client policies and procedures.

What we're looking for

• Proven experience in customer service and complaints management, with a track record of resolving issues fairly and keeping people informed.
• Experience in insurance, construction or project management is advantageous but not essential.
• Ability to manage difficult conversations and emotionally charged situations with a professional, empathetic approach.
• Strong relationship-building skills, with the ability to work collaboratively across multiple teams and stakeholders.
• High attention to detail, sound judgement and strong organisational skills to manage competing priorities.

Why join Morgan Projects Services?

• A leading name in the sector - Join a leading project management company in the insurance sector, working on meaningful projects across New Zealand.
• Set up to do the job well - Laptop and mobile phone provided.
• Room to grow - Ongoing professional development, exposure to a diverse portfolio of residential and commercial insurance projects.
• Looked after - Southern Cross health insurance (after 3 months' service) and free, confidential access to Employee Assistance Programme (EAP).

Please note: We are only considering applicants who are currently based in New Zealand, have the legal right to work permanently in New Zealand, a full driver’s licence and are available to attend in person interviews.