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Case Manager - North Harbour Branch

Accident Compensation Corporation
Job Category:
Accounting & finance
Auckland - North Shore
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

  • Bring your exceptional customer service experience
  • Fixed-term opportunity - March 2020
  • Starting ASAP

ACC's vision is to create a unique partnership with every New Zealander, improving their quality of life by minimising the incidence and impact of injury. At ACC we've been reflecting on the way we work, what we deliver and how to make it easy for our customers. We achieve all this by putting the customer first and this reflects the new and exciting phase we are entering.

The role of Case Manager is an existing role within Client Service Delivery team providing support to clients to enable their recovery.

We're currently in a new and exciting phase where the role of Case Manager will change.

Case Managers play a critical role within ACC by providing exceptional customer service to clients who have suffered injuries. You will be responsible for accurate assessment of entitlements, support planning and implementation of rehabilitation and ensuring a safe and sustainable return to independence for a portfolio of diverse clients.

The role involves liaising with clients, medical practitioners, employers and suppliers via telephone, email or in person. Therefore it's important that you're comfortable working in a busy office environment with a high level of telephone and computer task completion, working towards regular deadlines and with constant interruptions.

What we're looking for

We are looking for a person who brings administration skills but just as importantly has the right attitude! We need someone who is highly customer focused and has the energy and the drive to go the extra mile.

Without a doubt you will be well organised, resilient and level-headed with excellent organisational skills. Strong keyboard and processing skills will enable you to keep up with a fast-paced workflow.


  • Ability to interpret, apply and explain complex legislation
  • Great communication skills - can engage effectively with people from all walks of life
  • Empathy - able to approach complex situations with emotional intelligence and provide practical solutions
  • Stakeholder engagement - builds productive working relationships with clients and their support networks
  • Exceptional time management skills
  • Strong decision making, negotiation and conflict resolution skills
  • End to end process management with an eye for detail
  • Highly resilient
  • Technology savvy - able to adapt to new systems and software


Experience working in the disability sector, support services co-ordination, rehabilitation would be advantageous

Qualifications in health, legal, or related would be beneficial

What we can offer

The Case Manager role at ACC offers the opportunity to work for a unique organisation, in a role that makes a real difference in people's lives. We offer full training and on-going development and support. We foster teams that are cohesive, driven and highly engaged.

This is a full-time, 40 hour week position and you will be expected to work within the team to ensure that our clients are able to contact us within core business hours.

The base salary for this role is $67,087. This is exclusive of ACC's 9% super contribution, which brings the total package to $73,125.


To date the organisation has consulted with our employees on a proposed new model, roles and ways of working which were confirmed late last year. Over the next ten months, we'll be progressing some changes that we have recently confirmed with our people, some of which will involve rolling out new roles and ways of working across the country. As part of these changes we have confirmed that the role you have applied for won't exist in its current form in the future.

At ACC, we recognise that diversity, inclusion and accessibility are important to our business, our people and our customers. We embrace the unique perspective and capabilities of our people now and into the future who help us continue to build a culture of involvement, respect and connection for our people and with all of New Zealand.

Applications will run through to Sunday, 25 August 2019.

Applications will only be accepted when formally submitted through our career website.

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