Resolution & Mediation Specialist

CGR Services; Auckland; On-site; NZD 81,000 - 99,000; Full time

Job summary

ACC is seeking a Resolution Specialist based in Hamilton to manage the end-to-end resolution of customer complaints, coordinating with customers, advocates, and ACC teams to identify practical solutions and restore relationships. The role operates within a legislative framework, delivering fair outcomes through resolution, investigation, mediation, and relationship-building.

This permanent full-time position sits in the Resolution Services team, with a base salary of $90,039 plus 9%

Qualifications

• Experience in dispute resolution, complaints management, mediation or similar customer-facing roles.
• Strong communication and relationship-building skills, including difficult conversations.

Responsibilities

• Manage end-to-end resolution of customer complaints.
• Identify practical solutions and restore relationships.
• Deliver fair and balanced outcomes within a legislative framework.
• Conduct investigations, mediation and escalation as needed.
• Build and maintain effective relationships with customers and ACC teams.

Skills

Dispute resolution

Complaints management

Communication

Problem solving

Legislation interpretation

Relationship building

Job description

ACC is seeking a Resolution Specialist based in Hamilton to manage the end-to-end resolution of customer complaints, coordinating with customers, advocates, and ACC teams to identify practical solutions and restore relationships. The role operates within a legislative framework, delivering fair outcomes through resolution, investigation, mediation, and relationship-building.

This permanent full-time position sits in the Resolution Services team, with a base salary of $90,039 plus 9%