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.
As a Resolution Specialist, you will manage the end-to-end resolution of customer complaints, working in partnership with customers, advocates, and ACC teams to identify practical solutions, restore relationships, and achieve fair and balanced outcomes. Working within a legislative framework, you'll help navigate complex situations and deliver an exceptional customer experience through resolution, investigation, mediation, and relationship-building.
This is a rewarding role where you'll help people navigate challenging circumstances, resolve concerns, and contribute to meaningful improvements across ACC. 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 permanent full-time opportunity, within the Resolution Services team, based in Hamilton.
You're someone who enjoys working through complex issues, building trust with others, and helping people find a way forward. You remain calm under pressure, bring a balanced approach to difficult situations, and are motivated by achieving fair and positive outcomes.
We value potential and growth over perfection. If you meet most of the criteria and are excited about making a difference, we encourage you to apply if you:
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:
The appointing base salary for this role will be $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.
As part of your application, please tell us in your cover letter:
Applications will run through to 11:59 pm Sunday 20th September 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 quoting the Job Identification number next to the role title.
ACC NZ is an organisation quite unlike any other - in fact we are the only one of our kind in the world! At our heart is the fact we are an innovative New Zealand organisation born out of an idea - one focused on looking after the best interests of our people. So it will come as little surprise that a job with us offers an opportunity to do something that directly benefits the people of New Zealand, while also benefitting your career.
There are three words that encapsulate our reason for being: prevention, care and recovery. We exist to actively minimise the chance of accidents happening. But when they do, we are here to help people with the appropriate levels of care and recovery with the aim of returning them to their normal lives faster.
As you might expect, there are many people involved in making all this happen, and that's why there are many and varied career opportunities within our organisation. From Case Managers and Claims Managers to Clinical Advisors and Technical Claims Managers we offer many roles which open up a range of development avenues with ACC. What's more, we have locations around the country, all of which offer supportive, collegial workplaces.
As part of the ACC's team of talented and passionate people you can also look forward to a host of benefits including flexible working options, competitive remuneration, ongoing career development opportunities, and a discounted healthcare scheme. So if ACC sounds like your type of place, let's talk today.
