Technical Writer

A leading insurance provider in Auckland is seeking a Technical Writer to join their dedicated customer resolution team. You will be part of a supportive and inclusive environment where your expertise in technical writing will help shape clear, accurate communications that uphold organisational values.

What you'll do:

As a Technical Writer, you will play an essential role in managing complex complaints that require careful investigation. Your day to day responsibilities will centre around drafting high-quality written communications such as decision letters for customers or formal submissions for external bodies. You will collaborate closely with colleagues to peer review documents for accuracy and consistency while also developing resources that promote best practices across the business.

• Investigate and resolve complex customer complaints that cannot be addressed by frontline teams, ensuring outcomes are fair, timely, well-reasoned, and compliant with policy, legislation, and conduct risk expectations.
• Prepare, review, and issue final written decisions on behalf of the organisation, including customer outcome letters, deadlock letters, Ombudsman submissions, reports, and internal documentation to ensure clarity, accuracy, and defensibility.
• Provide technical guidance and advice on insurance principles, policy interpretation, legislation, codes of practice, and complaint handling obligations to support consistent decision-making across the business.
• Develop and maintain templates, guidance materials, and documentation that support best-practice complaint responses as well as written decision standards throughout the organisation.

What you bring:

To excel as a Technical Writer within this insurance provider’s customer resolution team in Auckland you will bring proven experience crafting clear technical documents tailored for regulatory audiences. Your background should include familiarity with insurance principles, especially regarding policy interpretation.

• Advanced written communication skills enabling you to produce clear, structured documents suitable for technical or regulated environments where accuracy is paramount.
• Extensive knowledge of insurance principles including policy interpretation as well as governance frameworks relevant to dispute resolution and complaint-handling obligations.
• High levels of resilience combined with professionalism and emotional intelligence when managing challenging correspondence

What sets this company apart:

This organisation stands out for its unwavering commitment to earning trust by protecting what matters most for New Zealanders. Guided by genuine values focused on caring for customers as well as each other they foster an inclusive space. Employees benefit from a supportive network that encourages collaboration across teams.

What's next:

If you’re ready to make a meaningful impact through your technical writing expertise

—apply now!

Robert Walters endeavours to review all applications in a maximum of five working days. If you have not received correspondence within this timeframe please do not hesitate to contact Eden Crenfeldt-Smith on +6493747368.