Customer Resolutions Manager

Why You'll Love Working with Tower

At Tower, our values are the heartbeat of every interaction. We prioritize our people, fostering a diverse and inclusive environment where everyone can thrive. We encourage you to bring your whole self to work, representing the vibrant communities we serve. We celebrate all ages, genders, sexual orientations, races, religions, and everything else that makes our culture unique. Proud holders of the Rainbow and DV Free Ticks, we are committed to inclusivity and safety.

We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a unique Kiwi and Pacific insurance provider with over 150 years of history, our roots trace back to Dunedin.

What you will be doing

Reporting to the Customer Resolutions Lead, you will play a key role in the success of Tower and our customer strategy through ownership of Tower's internal dispute resolution process and management of escalated customer complaints and disputes at Tower.

Dive into the Heart of Your Responsibilities:

• Oversee the resolution of all customer disputes and complaints, ensuring the process and outcomes are in line with our compliance obligations and our customer strategy.
• Responsible for ensuring our complaints framework is adhered to and fit for purpose.
• Manage any sensitive or serious complaints end to end and have accountability over providing regular updates on the status of complaints and the suggested remediation actions

What You'll Need

• 5+ years working in a customer focused role in a complex and highly regulated sector (preferably financial services) with demonstrated expertise in leading customer disputes and/or complaints resolution practices.
• Previous experience working with approved external dispute resolution schemes, Disputes Tribunal and Office of the Privacy Commissioner.
• Thorough understanding of obligations when managing complaints in financial services
• Excellent verbal and written communication skills
• Comfortable negotiating with internal and external stakeholders on sensitive matters
• Ability to make effective decisions that take into considerations customer outcomes and Tower's obligations and reputation.
• Experience leading high performing and engaged teams
• Strong ability to build effective relationships across functional lines at all levels of Tower and influence across all levels
• Natural problem solver that's not afraid to challenge the status quo
• Excellent planning and organisation skills
• A continuous improvement mindset, seeking to optimise processes, reporting and communications

Our Commitment

We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds. Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected.

What we'll bring to the table

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

Highlights include:

• Our people come first as we offer 16 weeks of paid leave for the primary carer and 4 weeks of paid leave partner`s leave.
• A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off!
• Annual Performance Review where you get to showcase your progression.
• Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
• Career growth - we promote internal capability; we also have programmes that recognise star performers.
• Flexible workplace opportunities at our beautiful 6 Green Star Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas.
• Discounts on Tower insurance products of up to 50%
• Free Life Insurance of up to four times your annual base salary
• Paid parental leave top up for 16 weeks.
• Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club,
• Warehouse Stationery and more

Apply now: Ready to embark on a journey where your experience truly matters in the heart of New Zealand and the Pacific`s insurance industry? If you are excited about defining a new era of insurance, submit your resume and a detailed cover letter highlighting your impactful career.

Please note: We're eager to get the right person on board as soon as possible. We don't have set closing dates, so we'll start reviewing applications as they come in. Don't wait—apply now to make sure you're considered.