Resolution Specialist at ACC New Zealand

Hamilton City, Waikato, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

14 Sep, 26

Salary

90039.0

Posted On

16 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem Solving, Dispute Resolution, Complaint Handling, Communication, Rapport Building, Time Management, Prioritization, Resilience, Mediation, Investigation, Tikanga, Maori Dispute Resolution, Te Reo

Industry

Government Administration

Description

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 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. This is a fixed-term opportunity until August 2027, based in Hamilton. 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 for this role will sit between $85,037 and $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. How to apply | Me pēhea te tuku tono As part of your application, please tell us in your cover letter: * Please share your understanding of the Resolution Specialist role * What appeals to you about the day‑to‑day work, including working with customers experiencing challenging circumstances * Describe your experience or skills in dispute resolution or complaint handling Applications will run through to 11:59 pm Tuesday 30th June 2026. Applications can only be accepted when submitted through our Te Kahu Opportunities Marketplace. 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 [hrhelp@acc.co.nz]

Responsibilities

Manage the end-to-end resolution of customer complaints by investigating breaches of the Code of Claimant Rights and implementing solutions to restore relationships. This includes engaging in mediation, alternative dispute resolution, and working with advocacy services.