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Prepare STAR examples of complex or distressed clients, balancing empathy with procedure, and working under policy constraints. Be ready to discuss confidentiality, cultural competence in Aotearoa contexts, and how you prioritise caseloads when demand is high.
Strong fit if you are calm under pressure, precise with records, and motivated by fair outcomes for people navigating historic claims with a government employer in Auckland (with Wellington linkage on the role).
As a Senior Claimant Support Specialist on historic claims for the New Zealand Government (Auckland/Wellington focus), a typical day centres on complex claimant contact, case progression, and careful records. You would triage enquiries, explain process and timelines, gather evidence with claimants and agencies, escalate sensitive matters, and keep accurate notes under privacy and public-service standards. Senior work often includes mentoring peers, quality-checking correspondence, and coordinating with legal, policy, or operational teams so historic claims move fairly and consistently.
Strengthen case documentation, de-escalation, and plain-language writing. Build fluency with privacy, information handling, and government systems. No specific certification list was supplied for this listing.
The listing indicates an on-site/location-based role in Auckland (with Wellington also referenced in the title), not remote work.
Supporting people through established claim processes: clear communication, careful evidence and file work, and coordination across government teams.
New Zealand Government public service, operating under parliamentary responsible-government arrangements described on Wikipedia.
Website: govt.nz
The New Zealand Government is the central government through which political authority is exercised in New Zealand. As in most other parliamentary democracies, the term "Government" refers chiefly to the executive branch, and more specifically to the collective ministry directing the executive. Based on the principle of responsible government, it operates within the framework that "the [King] reigns, but the government rules, so long as it has the support of the House of Representatives". The Cabinet Manual describes the main laws, rules and conventions affecting the conduc…
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Senior Claimant Support Specialist | Duty Team | Historic Claims Wellington and AucklandNew Zealand GovernmentAuckland, North Island About the Role The Senior Claimant Support Specialist role within the Duty team is crucial for assisting claimants through the historic claims process. This position acts as the primary point of contact for claimants in Wellington and Auckland while they await their claims to be processed. Day-to-Day Responsibilities Provide comprehensive support to claimants, ensuring they understand the historic claims process and are informed about their status. Maintain clear communication with claimants through various channels including phone, email, and in-person meetings. Assist in resolving any issues or concerns that arise during the claims process. Contribute to team goals and objectives by maintaining high standards of customer service and efficiency. Skills & Qualifications Excellent communication skills, both written and verbal. Strong organizational and time management abilities. A proven track record in providing exceptional customer service. Familiarity with the historic claims process is advantageous but not mandatory as training will be provided. About the Company The New Zealand Government is committed to supporting claimants through a transparent and efficient claims process. The Duty team plays a vital role in this mission, ensuring that claimants receive the support they need throughout their journey. Apply Today To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
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