Customer Experience Representative at ACC New Zealand

Hamilton City, Waikato, 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 Communication, Resilience, Empathy, Time Management, Problem Solving, Adaptability, Technical Proficiency, Collaboration, Inbound Call Handling, Conflict Resolution

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 * 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’ll be one of the first voices our customers hear on their journey to recovery. After a comprehensive induction and training programme which combines classroom learning with hands-on experience, you’ll begin supporting our clients and providers through inbound calls, ensuring they receive the right information and support. 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. As you grow in the role, you’ll have opportunities to expand your skills and take on additional responsibilities, including responding to customer emails and live chat, as well as supporting to our business clients. This is a fantastic entry point into ACC, offering valuable insight into how our organisation works and setting you up with the knowledge and experience to grow your career with us. This role has a set start date of Monday 12 October 2026. It is a full-time position (40 hours per week), working Monday to Friday between 8am and 6pm on a rotating roster. Your scheduled hours will be shared with you approximately four weeks in advance. About you | Mōu This is an entry-level opportunity to join ACC, where we’ll support you with the training and tools you need to succeed. What matters most is who you are and the strengths you bring. We’re looking for people who are: * Customer-focused communicators – You’ll be the first point of contact for ACC’s customers, providing a great experience through clear, confident communication with people from all walks of life. * Resilient and adaptable – You’re comfortable managing challenging conversations, working under pressure in a fast-paced environment, and adapting to change while maintaining your wellbeing. * Accountable professionals – You take ownership of your work, follow through on commitments, and act with honesty and integrity. * Proactive problem-solvers – You can think on your feet to find solutions, use sound judgement to know when to escalate, and apply business knowledge effectively. You thrive in a fast paced and changing environment, managing your work while keeping up with changing processes and updates. * Tech-savvy – You’re confident using technology and quick to learn new systems. * Continuous learners – You’re open to feedback, eager to learn, and committed to developing your skills to grow in your role and beyond. * Collaborative and inclusive colleagues – You value teamwork, respect diverse perspectives, and contribute to a supportive, inclusive workplace. * Demonstrate eligibility to work in New Zealand * Complete a satisfactory Credit Check 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 for this role will $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 HRHelp. [hrhelp@acc.co.nz]

Responsibilities

Act as the first point of contact for customers via inbound calls, emails, and live chat to provide recovery support and information. Manage high-volume customer interactions while maintaining empathy and professionalism.