Resolution & Mediation Specialist: Customer Complaints

ACC New Zealand; Hamilton; On-site; NZD 77,000 - 104,000; Full time

Job summary

ACC New Zealand is seeking a Resolution Specialist based in Hamilton to manage the end-to-end resolution of customer complaints, working with customers, advocates, and ACC teams to identify practical solutions and restore relationships. This permanent full-time role is based in Hamilton.

The role requires navigating complex situations within a legislative framework and delivering an exceptional customer experience through resolution, investigation, mediation, and strong relationship-building.

Qualifications

• Experience in dispute resolution, complaints management, mediation or claims management.
• Ability to navigate challenging customer interactions and uphold fairness.

Responsibilities

• Manage end-to-end resolution of customer complaints.
• Investigate and identify practical solutions within a legislative framework.
• Deliver exceptional customer experience through resolution, mediation and relationship-building.

Skills

Dispute resolution

Complaints management

Mediation

Claims management

Customer-facing environment

Relationship-building

Communication skills

Job description

ACC New Zealand is seeking a Resolution Specialist based in Hamilton to manage the end-to-end resolution of customer complaints, working with customers, advocates, and ACC teams to identify practical solutions and restore relationships. This permanent full-time role is based in Hamilton.

The role requires navigating complex situations within a legislative framework and delivering an exceptional customer experience through resolution, investigation, mediation, and strong relationship-building.