Team Manager, Customer Experience Northern at Accident Compensation Corporation, Waikato

Mō tēnei tūranga mahi | About this role

• Join a national award-winning Contact Centre
• Play to your leadership, analytical and customer service strengths
• Join an organisation that supports and develops your career

Our purpose at ACC is to improve lives every day. It's to put our customers first, showing them manaakitanga and supporting their wellbeing. It's to enable everyone in Aotearoa the freedom to live their lives knowing that if they need us, we'll be there.

Not only will you be joining a nationally recognised contact centre you will also become part of our wider Channel operations team - one of the highest engaged areas of ACC; we value and invest in our people and rally around a strong kaupapa which makes work fun, engaging and purposeful.

We offer development opportunities within ACC, life insurance, discounted Southern Cross health insurance, discounted gym membership, retail discounts and staff banking packages.

For more information about this role, please see the Team Manager Contact Centre position description.

What can I expect to do in my new role?

• Lead your team to ensure effective planning and assessment of interactions across the contact centre providing measurement of the customer experience across all channels.
• Work closely with key partners and contact centre leadership team to prepare and communicate trend Analysis reporting to ensure performance and service goals are optimised.
• Review survey data for customer feedback on their experiences and work collaboratively to identify and develop customer improvements.
• Work collaboratively to ensure our Customer Experience (CX) Framework programme meets business needs to support the learning and development of staff.
• Build and lead a highly engaged and motivated team who work together to achieve outstanding results.
• Monitor Team and individual performance through reporting and drive results through regular support for coaching discussions.
• Flex your leadership skills to lead, support and develop approaches, tools, actions and knowledge that creates space for Māori and Tangata Tiriti (non-Māori).

What would I need to be successful in this position?

• Knowledge of contact centre environments and ability to identify continuous improvement opportunities
• Availability to work on a rotational basis Mon - Fri, 7am - 7pm
• Strong leadership skills with a proven track record of achieving results through your people
• The ability to multi-task and prioritise multiple demands from a diverse range of stakeholders
• Great interpersonal skills, with the ability to positively influence & negotiate
• Excellent knowledge of customer applications/tools, practices and key performance indicators
• Sound understanding of risk and audit requirements

Working at ACC:


We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. 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
• Development opportunities in te reo Māori me ngā tikanga

Join us - an organisation that grew out of bold thinking and has an enduring commitment to care for others at work, home, and play.

Applications will run through to 11.59pm Tuesday 28th June.

If you are an internal applying, please make sure you upload a copy of your CV when applying through Te Kahu.

If you encounter accessibility issues when submitting your application, or if you have any questions about the role please email Kimberley.buchanan@acc.co.nz