Customer Experience Representative

Start Jan 2025 | Mon - Fri, rostered shifts between 8am - 6pm | WFH options

Supportive team culture, ongoing training and opportunities to develop your career

Central Dunedin location - projected to move into our new, modern building next year!

Mō te tūranga mahi | About the role

As a Customer Experience Representative, you will be one of the first voices our customers hear on their way to recovery. After a thorough induction and training period, involving a mix of both classroom and practical learning, you'll start answering inbound calls from our clients and providers, ensuring they get the information and support they need.

You will have opportunities to continually grow and develop your skills as a Customer Experience Representative and be trained to support our clients on emails and live chat as well as supporting our Business Customers. This role is an excellent entry-level position into ACC, where you will learn a lot about different parts of the organisation. We recruit Customer Experience Representatives regularly as many of our kaimahi (people) progress and develop into other areas of the business within 1-2 years.

This is a full-time role (40 hours per week), you will work Monday to Friday between the hours of 8am and 6pm on a rotating roster. We will let you know what hours you'll be working approx. four weeks in advance.

Mōu | About you

If you have some of the below qualities and you share ACC's core values that are centred around the well-being and safety of New Zealanders, then we want to hear from you!

You are customer focused - you consistently provide a great customer experience and are confident in a phone-based role being the first point of contact for ACC's customers.

You have personal resilience - you can manage challenging conversations with the help of the tools we provide and have the skill set to manage your own wellbeing.

You have clear verbal and written communication - you are confident communicating with a diverse range of people from all different walks of life.

You are adaptable and can work under pressure - this is a fast-paced role, you are comfortable working in a busy environment and can be flexible to adapt to changes throughout your day.

You can work in a structured environment - your days will be scheduled and structured so that we can meet the needs of our customers, you are comfortable working in this way.

We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs.

He aha taku e tumanako ai | What can I expect?

Salary and benefits: The starting salary for this role is $55,894 PLUS a 9% superannuation contribution. We offer a range of other benefits, such as subsidised health insurance and corporate discounts across a range of retailers.

Great team culture: Our Contact Centre whānau foster a supportive and inclusive environment that caters to different learning styles and personalities. In your team you will have weekly huddles and team meetings, giving you dedicated time to connect with your leader and colleagues. We also organise social events throughout the year, often partake in shared kai (food) in the office and celebrate individual and team successes.

Commitment to your career development: You will have regular career and development conversations with your leader and on-the-job skill development and coaching. Many of our team have progressed into a variety of roles at ACC including roles that support with financial payments, client recovery and people leadership.

Work-life balance: You will leave your work at work, you won't be asked to work late or come in on a day off. Once you are trained at the role (6 months minimum) you may have the opportunity to work from home up to 3 days a week.

Mō mātou | About us

Our vision is to create a unique partnership with every New Zealander, improving their quality of life by minimising the incidence and impact of injury.

Huakina Te Rā, ACC's new enterprise strategy, sets a clear vision for Tōnui Ake Nei, a Thriving Aotearoa. ACC will achieve this by focusing on improving equity for our customers, ensuring the scheme is here for future generations, and working with communities to improve safety and resilience to injury.

Me pēhea te tuku tono | How to apply

Please attach your CV and cover letter telling us why you would be a great fit and what you would bring to the role.

This role has a set start date of Monday 13 January 2025. Applications will close at 11.59pm on Sunday 10 November and can only be accepted when submitted through our ACC Career Website. If you encounter accessibility issues when submitting your application, or if you have any pātai (questions) about the role please email ***
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