Resolution 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

Manage the end-to-end resolution of our customer complaints process by listening, gathering information, and working with the customer to find the best solution.

• Based in Hamilton, permanent full-time opportunity.

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 here.

About the role

Mō te tūranga mahi As a Resolution Specialist, you will manage the end-to-end resolution of customer complaints, working in partnership with customers, advocates, and ACC teams to identify practical solutions, restore relationships, and achieve fair and balanced outcomes. Working within a legislative framework, you'll help navigate complex situations and deliver an exceptional customer experience through resolution, investigation, mediation, and relationship-building. This is a rewarding role where you'll help people navigate challenging circumstances, resolve concerns, and contribute to meaningful improvements across ACC. You will identify if early resolution is possible with clients & advocates, getting to the core of their conflict with ACC. If early resolution is not possible or the client has indicated there is a breach of the Code of Claimant Rights, you may be required to investigate the complaint and identify appropriate remedies if breaches are found.

This is a permanent full-time opportunity, within the Resolution Services team, based in Hamilton.

About you

Mōu You're someone who enjoys working through complex issues, building trust with others, and helping people find a way forward. You remain calm under pressure, bring a balanced approach to difficult situations, and are motivated by achieving fair and positive outcomes. We value potential and growth over perfection. If you meet most of the criteria and are excited about making a difference, we encourage you to apply if you:

• Bring experience in dispute resolution, complaints management, mediation, claims management, or a similar customer-facing environment.
• Demonstrate resilience and sound judgement when working with people experiencing challenging circumstances.
• Have strong communication and relationship-building skills, including the confidence to navigate difficult conversations.
• Enjoy problem-solving and getting to the root cause of issues to identify practical solutions.
• Can interpret and explain legislation, policy, or complex information in a clear and accessible way.
• Effectively manage competing priorities while maintaining a high standard of customer service.

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 is 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.

The appointing base salary for this role will be $90,039 and we offer an additional 9% superannuation contribution.

ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme with features like no mandatory employee contribution, optional life and income protection insurance, and the flexibility to change to a locked plan at any time, ensuring your financial security now and in retirement.