Recovery Assistant – Phone-Based Support (Entry Level)

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

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.