Customer Experience Representative

About us ACC is a trusted and high‑performing organisation, providing care, supporting recovery, and promoting injury prevention now and into the future. About the role As a Customer Experience Representative, you will be the first voice our customers hear on their way to recovery. You will 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 are supported every step of the way. You will be trained to support our clients via emails and live chat, and will assist 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, and many of our kaimahi progress and develop into other areas of the business within 1–2 years. We are looking for individuals who can demonstrate resilience in this role by: Managing a high volume of customer calls Being confident with sensitive discussions and showcasing empathy with clients Having strong time‑management skills Proactively leading your wellbeing by using the support available This is a full‑time role (40 hours per week) with a set start date of Monday 28 September 2026. You will work Monday to Friday between the hours of 8am and 6pm on a rotating roster. Working hours will be communicated approximately four weeks in advance. About you Customer focused – consistently providing a great customer experience and confident in a phone‑based role as the first point of contact for ACC's customers. Personal resilience – managing challenging conversations with the help of the tools we provide and able to manage your own wellbeing. Clear verbal and written communication – confident communicating with a diverse range of people from all different walks of life. Adaptable and able to work under pressure – comfortable working in a fast‑paced, busy environment and flexible to adapt to changes throughout the day. Structured environment comfort – days will be scheduled and structured so that we can meet the needs of our customers; comfortable working in this way. Working at 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. We support our workforce through: Employee networks to support colleagues from diverse backgrounds. The option to explore flexible working that suits your needs. The starting salary for this role is $60,486 and we offer an additional 9% superannuation contribution. A comprehensive benefits package that 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. How to apply 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. If an ideal candidate is found during this time we will move forward with screening and interviewing sooner. Applications can only be accepted through our ACC Career Website. If you encounter accessibility issues or have any questions about the role, please email HR help. #J-18808-Ljbffr