Recovery Assistant

ACC; Dunedin; On-site; NZD 61,000 - 74,000; Full time

Benefits offered by this job

9% superannuation

Life and income protection insurance

Flexible working arrangements

Job summary

ACC in Dunedin is seeking a Recovery Assistant Level 1 to support clients on their recovery journey after injury. The role is desk-based with a heavy phone component, handling calls to clients, providers and stakeholders, and managing emails and tasks across multiple systems.

You will work in a collaborative team to interpret recovery plans, entitlements, and decisions, sometimes delivering outcomes that differ from client expectations.

Qualifications

• Customer service experience and ability to build rapport.
• Strong communication skills and clarity in information.
• Comfort on the phone for a significant portion of the day.
• Empathy, resilience and good judgement.
• Ability to review information carefully and make sound decisions.
• Collaborative teamwork.
• Confidence using multiple digital systems and technology tools.
• You must hold New Zealand work rights at the time of application.

Responsibilities

• This is a desk-based role with no face-to-face contact; primarily phone-based work.
• Handle and respond to client emails and calls.
• Coordinate support services and maintain information across multiple systems.
• Explain recovery plans and entitlements and help clients understand their options.
• Support clients through their recovery journey and coordinate with providers and stakeholders.

Skills

Customer service

Phone support

Communication

Empathy

Teamwork

Digital tools

Decision making

Adaptability

NZ work rights

Tools

CRM software

Job description

• New year, new career? Start with ACC on 18 January 2027
• Make a real impact by supporting people through their recovery journey after injury
• Join a supportive team with full training, ongoing coaching and opportunities to grow

About us | Mō mātou

ACC is a trusted and high‑performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future.

You can find more about ACC and the work we do at www.acc.co.nz

About the role | Mō te tūranga mahi

Join a supportive and collaborative team helping New Zealanders navigate their recovery after an accident. As a Recovery Assistant Level 1, you'll provide proactive support to clients, helping them access the services, resources and information they need to progress their recovery journey.

This is a desk-based role with no face-to-face client contact required. It is also a highly phone-based role, and you can expect to spend the majority of your day taking and making calls to clients, providers and other stakeholders. Alongside phone-based work, you'll manage emails, complete case-related tasks, coordinate support services and maintain accurate information across multiple systems. Our team works in a many-to-many model, meaning clients are supported by a team rather than relying on one individual. This approach promotes continuity for clients, encourages knowledge sharing, and creates a collaborative environment where colleagues work together to achieve the best outcomes.

No two days are the same in this varied and rewarding role. You'll help clients understand their recovery plans and entitlements, coordinate support, solve problems and explain decisions, including occasions when the outcome may not be what a client was hoping for. In return, you'll have the opportunity to build valuable expertise in rehabilitation and recovery support while making a meaningful difference in the lives of New Zealanders.

There is a set start date of 18 January 2027, and applicants must be available to commence full-time from this date. This role is based in Dunedin and works between 8.00am and 5.30pm, Monday to Friday. Flexible working arrangements may be considered once training has been successfully completed.

The appointing salary for this role is $67,442. ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme (9% contribution) with features like no mandatory employee contribution, optional life and income protection insurance.

About you | Mōu

Don't rule yourself out if you haven't worked in a similar role before. We welcome applicants from a variety of backgrounds, including customer service, healthcare, administration, insurance and other roles centred on helping people.

We're looking for people who can bring:

• Customer service experience and the ability to build rapport with people from a range of backgrounds
• Strong communication skills and confidence explaining information clearly
• Comfort working on the phone for a significant part of your day supporting customers
• Empathy, resilience and good judgement when supporting customers through challenging situations
• The ability to review information carefully and make sound decisions
• A collaborative approach and the ability to work effectively as part of a team
• Confidence using multiple digital systems and technology tools simultaneously
• The ability to work in a structured, fast-paced environment and adapt to changing priorities throughout the day
• You must hold New Zealand work rights at the time of application.

Working at ACC | Mō ACC

At ACC, we embrace the rich tapestry of Aotearoa New Zealand’s cultures and are dedicated to providing equitable opportunities. We know that a diverse and inclusive team helps us meet the needs of our customers, and we encourage applications from individuals of all backgrounds, ethnicity, national origin, gender identity, age, and those with diverse abilities. It's important to us that people are free to be themselves at work. Here are some ways we encourage that:

• Employee networks to support our colleagues from diverse backgrounds.
• The option to explore flexible working that suits your needs and ours.