Recovery Assistant

New Zealand Government; Dunedin; Presencial; NZD 64.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

9% superannuation contribution (no min

Life and income protection insurance

Full training and ongoing coaching

Growth opportunities

Descripción de la vacante

ACC is seeking a Recovery Assistant Level 1 in Dunedin to support clients on their recovery journey after an accident. This desk-based, highly phone-based role involves taking and making calls to clients, providers and stakeholders, managing emails, and coordinating support services.

The role emphasizes helping clients understand their recovery plans and entitlements, solving problems and maintaining accurate information across multiple systems, with training and coaching provided.

Formación

• 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.

Responsabilidades

• This is a desk-based role with no face-to-face client contact required.
• Spend the majority of your day taking and making calls to clients, providers and other stakeholders.
• Manage emails, complete case-related tasks, coordinate support services and maintain accurate information across multiple systems.
• Help clients understand their recovery plans and entitlements, coordinate support and explain decisions.
• Work in a many-to-many model to support clients with a team rather than a single individual.
• Maintain documentation and ensure information across systems is up to date.

Conocimientos

Customer service

Communication

Phone-based work

Empathy

Resilience

Teamwork

Digital systems literacy

Decision making

Descripción del empleo

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.

• advantageous superannuation scheme (9% contribution)
• 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.