Recovery Support Specialist (Phone‑Based)

New Zealand Government; Dunedin; On-site; NZD 64,000 - 70,000; Full time

Benefits offered by this job

9% superannuation contribution (no min

Life and income protection insurance

Full training and ongoing coaching

Growth opportunities

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Phone-based work

Empathy

Resilience

Teamwork

Digital systems literacy

Decision making

Job description

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.