Customer Experience Representative at ACC New Zealand

Dunedin, Otago, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

18 Oct, 26

Salary

60486.0

Posted On

20 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Resilience, Empathy, Time Management, Verbal Communication, Written Communication, Adaptability, Conflict Resolution, Phone Handling, Email Support, Live Chat Support

Industry

Government Administration

Description

* Join a purpose-driven team that makes a real difference * Grow your career with full training, skill development and opportunities to progress * Start date Monday 28 September 2026 * Work Monday to Friday - no weekends and no late nights! 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 [https://www.acc.co.nz/].  About the role | Mō te tūranga mahi As a Customer Experience Representative, you will be one of the first voices our customers hear on their way to recovery. You’ll take inbound calls from our clients and providers while completing a thorough induction and training programme that blends classroom learning with hands‑on experience, ensuring you’re supported every step of the way. We are looking for individuals who can demonstrate resilience in this role by; managing a high-volume of customer calls, are confident with more sensitive discussions and showcasing empathy with clients, strong time‑management skills and proactively leading your wellbeing by using the support available. You will have opportunities to continually grow and develop your skills as a Customer Experience Representative. You will be trained to support our clients via emails and live chat, as well as assisting our business levies customers. This role is an excellent entry-level position into ACC, where you will learn a lot about different parts of the organisation. We regularly recruit Customer Experience Representatives as many of our kaimahi (people) progress and develop into other areas of the business within 1-2 years. This role has a set start date of Monday 28 September 2026. 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 inform you of your working hours approximately four weeks in advance. About you | Mōu * You are customer focused – you will consistently provide a great customer experience and be confident in a phone-based role being the first point of contact for ACC’s customers. * You have personal resilience – you will be someone who 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 will be 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 will be comfortable working in a busy environment and 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 will be comfortable working in this way. 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 starting salary for this role is $60,486 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 0% contribution required by you, 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. 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. Applications will run through to 11pm Sunday 2 August 2026 however please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner. Applications 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 HR help. [HRHelp@acc.co.nz]

Responsibilities

Act as the first point of contact for clients and providers by handling inbound calls, emails, and live chats. Support customers on their recovery journey and assist business levies customers while working within a structured environment.