Are you passionate about resolving complex issues and providing top-tier customer experiences? We’re on the lookout for experienced Senior Complaints & Resolutions Specialists to join a high-performing team in Auckland’s CBD.
About the Role
In this role, you’ll take ownership of high-level, often sensitive complaints. You'll be responsible for thoroughly investigating cases, identifying root causes, and working closely with internal departments and external stakeholders to drive fair and timely resolutions. Your ability to think critically, communicate effectively, and remain calm under pressure will be key to your success.
Key Responsibilities
- Manage and resolve complex complaints in a professional and empathetic manner
- Conduct in-depth investigations to establish facts and ensure all aspects of the case are considered
- Liaise with internal teams and key external parties to gather information and collaborate on outcomes
- Provide clear, well-documented case summaries and written communications
- Ensure all resolutions align with internal policies and relevant regulatory guidelines
What You’ll Bring
- Proven experience in complaint resolution, dispute management, or high-level customer care
- Strong investigative and analytical skills
- Excellent written and verbal communication abilities
- Ability to navigate sensitive or complex situations with professionalism and empathy
- Clear criminal history
What’s on Offer
- A central Auckland CBD location with hybrid working
- Work with a well-known organisation
- Supportive team culture with opportunities for growth and development
- A chance to make a real impact through your work
Apply Now!
Due to the high volume of applications, we ask that you apply for the role through this ad directly to ensure your full application is reviewed and all candidates receive a timely response. The contact for this role is Alex who can be reached on 027 206 4432 if you have additional questions.
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.
At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.
At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along…
