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Resolution Specialist

  • Waikato
  • Full time
  • Call Center & Customer Services
  • Posted 7 days ago
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Job Description

Mō tēnei tūranga mahi | About this role

  • 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.
  • 1 permanent opportunity
  • 1 fixed term/secondment (12 months opportunity)

About us | Mō mātou

ACC exists to support people - we help prevent injuries and get New Zealanders and visitors back to everyday life if they've had an accident.

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 work in partnership with the customer and our internal colleagues to implement the best solution to restore the relationship while acting in accordance with the legislation. In some instances, this may include issuing decisions under the ACC Code of Claimant Rights, engaging with alternative dispute resolution and mediation practices and working with advocacy services.

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.

We are recruiting two roles based in Hamilton - (1 permanent and 1 fixed term/secondment 12 month opportunity) - where you will work autonomously in a varied and rewarding role.

About you | Mōu

  • A real love of problem solving and peeling back the layers to find the core of the issue
  • This role is not for the faint hearted, therefore you will need great personal resilience and resolution skills as you will be working with people experiencing challenging circumstances
  • Excellent communication skills including building rapport with internal and external clients, and the ability to have challenging conversations
  • Confidence in managing time well and prioritising multiple demands
  • A passion for achieving great results and doing the right thing at the right time for our customers
  • Previous experience in dispute resolution would be valuable
  • It is advantageous if you have an understanding of Tikanga, Maori Dispute Resolution, Te Reo, and/or have experience with levies and business customer
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 salary range for this role will sit between $90,039 and $110,047 and we offer an additional 9% superannuation contribution.
How to apply | Me pēhea te tuku tono

Please attach your CV and cover letter telling us why you would be a great fit and what strengths you would bring to the role. As part of your application, please clearly indicate your preference on which opportunity you are applying for.

Applications will run through to 11:59pm Friday 08 August 2025.

Applications can only be accepted when submitted through our ACC Careers page. If you encounter accessibility issues when submitting your application, or if you have any pātai (questions) about the role please email hrhelp@acc.co.nz