Customer Resolution Manager
AA Insurance
Auckland , Central , NZ
3d ago

The role :

This is a newly created role in our CX and Channel Delivery team within the Roadside Solutions division. We are looking for a leader to provide end-to-end customer resolution by building and leading a Customer and Member Feedback framework.

While responsible for championing improvement initiatives based on Customer and Member Feedback, you will additionally work with different business units to convert negative customer experiences to positive experiences.

Your key responsibilities in this role will include :

  • Design, deliver and maintain a cohesive, constructive, and supportive Customer and Member feedback management and resolution framework
  • Assess the quality and consistency of the complaint resolution practices against industry best-practices
  • Represent Roadside Solutions in Disputes Tribunal (or similar) hearings where required ensuring the AA brand is protected and that correspondence and representation supports the AA's reputation
  • Create a culture of continuous improvement in service delivery practices by identifying opportunities to modify current ways of working based on Customer and Member feedback.
  • This could include reviewing customer surveys, mystery shopping, ride-along, reports etc.

  • Provide analysis and insights relating to Customer and Member feedback trends and recommend service improvement for service delivery channels
  • Collaborate with managers to investigate and deliver ways to enhance and improve the service delivery and define and implement standards / procedures for ensuring optimal customer experience
  • Ensure Member or Customer communication including letters, feedback forms, emails, customer service monitor, social media or telephone feedback is maintained at the AA standards of timeliness and quality
  • Establish and maintain effective exception and escalation procedures
  • Provide leadership and direction to direct reports and work effectively with all key stakeholder
  • Skills and Experience required :

  • 3-5 years' experience in a similar role with management experience
  • Previous experience in complaints handling, both written and phone based
  • Proven track record of representations in Disputes Tribunal (or similar) hearings
  • Relevant tertiary qualification (preferred not essential)
  • About us :

    For over 110 years we've been helping kiwis on their adventures. We've become a trusted partner to our Members, who are at the heart of everything we do.

    And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape.

    Our people are talented, naturally curious and love to ask 'what's next?' This means that here at the AA you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

    If you want to be part of an inclusive team that promotes collaboration and innovation, then apply NOW!

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