Customer Experience Advisor | Kaitohutohu Wheako Kiritaki Fixed Term roleBased in Otautahi (Christchurch)A hybrid working opportunityBe part of a high functioning teamNatural Hazards Commission Toka Tu Ake is an Aotearoa (NZ) Crown entity that invests in natural disaster research and education as well as providing natural disaster insurance to residential property owners. The mission of NHC Toka Tu Ake is to reduce the impact on people and property when a natural disaster occurs while administering the natural disaster fund.
Our values define who we are; they influence the way we work with each other and the way we serve our customers and engage with communities, every day.
- Hei whakapai matou | We make a difference for people
- Ka mahi tika matou | We do the right thing
Through our values, cultural understanding, and whanaungatanga (close personal connection) we connect with our communities ensuring support is provided during times of uncertainty. Our aspiration is for NHC Toka Tu Ake to be a culturally inclusive and diverse place to work; a place where people can develop and be at their best.
The purpose of this role is to take a lead in developing and implementing a customer experience approach to meet the changing needs of the organisation and our customers. Following the transition of the management of claims to the Insurer Response Model, Toka Tu Ake EQC's customers will interact primarily with their private insurer, meaning Toka Tu Ake EQC's role with customers has changed to be one more at arm's length.
Providing your expert advice and building strong relationships with Insurers and across Toka Tu Ake EQC, ensuring the multiple customer experience expectations and commitments remaining with Toka Tu Ake EQC are adhered to by building effective relationships to ensure the experience or outcomes our customers receive are delivered upon comprehensively and consistently. This role is an assurance role working alongside the insurer group, gaining insights and actioning these through continuous improvement plans.Customer Experience Relationship Management Lead reviews and provide business improvement adviceSupport the delivery of the customer measures as referenced in the annual Statement of Performance Expectations (SoPE)Lead on insight-led improvement actions to ensure they are customer-centeredProvide insight to the Insurers as to how they are tracking on Toka Tu Ake EQC Customer Measurement ItemsKo wai koe | About You Relevant tertiary qualification preferable but not requiredCredibility to influence external stakeholders and navigate political environments, with relevant qualification to support thisExperience in leading insight to action programmes to lift capability and make programme improvementsA focus on continuous improvementWhy Natural Hazards Commission Toka Tu Ake is a great place to work What is the most important thing in the world; it is people, it is people, it is people. NHC Toka Tu Ake recognises that our people are our greatest asset, and we prioritise staff and customer wellbeing above all else. Along with a competitive salary, an employee wellbeing fund, and ongoing professional development, we provide an inclusive, engaging, and purpose-driven culture.
Our commitment to a diverse and inclusive workforce is because we know our culture thrives when we get this right. Our customers also get the best from us when we get our cultural connections right. We work to draw on the differences in who we are, what we have experienced, and how we think. We make a difference for all New Zealanders and strive to increasingly reflect the diversity of communities we serve by including and valuing perspectives from all backgrounds including ethnicity, religion, gender, age, accessibility needs, sexual orientation, and national origin.
How to apply For a more detailed understanding of the position or if you're ready to apply, please visit our Careers website by clicking Apply. If you have any questions about the role or require further information or assistance, please contact us at ****** or 0800 326 243.
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