Impactful Customer Resolution Specialist

ACC New Zealand; New Zealand; On-site; NZD 81,000 - 99,000; Full time

Benefits offered by this job

Salary $90,039

9% superannuation

Job summary

ACC New Zealand in Hamilton is seeking a Resolution Specialist to manage end-to-end resolution of customer complaints, gathering information and partnering with customers, advocates, and ACC teams to identify practical solutions.

This permanent full-time role requires calm under pressure, strong communication, and the ability to navigate legislation within a supportive team focused on fair outcomes and continuous improvement.

Qualifications

• Experience in dispute resolution, complaints management, mediation, claims management, or a similar customer-facing environment (essential).
• Resilience and sound judgement when dealing with challenging circumstances.
• Strong communication and relationship-building skills for difficult conversations.
• Enjoy problem-solving and root-cause analysis to identify practical solutions.
• Ability to interpret and explain legislation, policy, or complex information clearly.
• Ability to manage competing priorities while maintaining high standard of service.

Responsibilities

• Manage end-to-end resolution of customer complaints, listening, gathering information, and identifying practical solutions.
• Work with customers, advocates and ACC teams to restore relationships and achieve fair outcomes.
• Navigate resolution, investigation, mediation and relationship-building within a legislative framework.
• Identify when early resolution is possible; if not, investigate and determine remedies for breaches of the Code of Claimant Rights if applicable.
• Operate in the Resolution Services team, Hamilton-based, in a permanent full-time capacity.

Skills

Dispute resolution

Complaints management

Mediation

Claims management

Customer-facing

Relationship-building

Legislation interpretation

Job description

ACC New Zealand in Hamilton is seeking a Resolution Specialist to manage end-to-end resolution of customer complaints, gathering information and partnering with customers, advocates, and ACC teams to identify practical solutions.

This permanent full-time role requires calm under pressure, strong communication, and the ability to navigate legislation within a supportive team focused on fair outcomes and continuous improvement.