Hamilton-Based Resolution Specialist — Master Customer Outcomes

New Zealand Government; Hamilton; Hybrid; NZD 95,000 - 120,000; Full time

Benefits offered by this job

Base salary $90,039

9% superannuation

Job summary

Accident Compensation Corporation (ACC) in Hamilton seeks a dedicated Resolution Specialist to manage the end-to-end resolution of customer complaints, coordinating with clients, advocates and ACC teams to identify practical solutions and restore trust. The role operates within a legislative framework to deliver fair outcomes.

You'll investigate, mediate, and communicate clearly, guiding customers through challenging circumstances while maintaining a high standard of service and strong

Qualifications

• Experience in dispute resolution or complaints management.
• Ability to interpret and explain policy and legislation clearly.
• Strong communication and relationship-building skills.

Responsibilities

• Manage end-to-end resolution of customer complaints, listening and gathering information.
• Work with customers, advocates and ACC teams to identify practical solutions.
• Deliver fair and balanced outcomes through resolution, investigation and mediation.

Skills

Dispute resolution

Complaints handling

Mediation

Customer service

Communication

Tools

CRM software

Job description

Accident Compensation Corporation (ACC) in Hamilton seeks a dedicated Resolution Specialist to manage the end-to-end resolution of customer complaints, coordinating with clients, advocates and ACC teams to identify practical solutions and restore trust. The role operates within a legislative framework to deliver fair outcomes.

You'll investigate, mediate, and communicate clearly, guiding customers through challenging circumstances while maintaining a high standard of service and strong