We’re looking for a Customer Experience Specialist to join our team on a fixed-term, 8-week contract, starting May 2026. This role is based at our Ōrākei clinic and requires availability Monday through Friday

About

We are a full-service GP provider, but not your typical GP practice. We’re re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to and understanding individual needs and tailoring services to meet them. People are at the heart of everything we do.

Our Ōrākei clinic was born from the moemoea (vision) of some of the kuia and kaumātua from Ngāti Whātua Ōrākei to create a place of manaaki (care), where whānau and the wider community feel supported, valued, and empowered with regards to their hauora (health and well-being).

Tend is proud to continue this legacy and commitment to health and well-being, guided by the Māori values of manaakitanga, whānaungatanga, tino rangatiratanga.

This role is pivotal to our Customer Experience Team. You will be delivering outstanding customer service and support, leading to better health outcomes for our community. You will work closely with our clinical and non-clinical teams on all aspects of delivering and improving great customer experience.

About the role:

You will be an important part of the integration phase of Tend Ōrākei, which we anticipate will take 8 weeks. Your focus will be delivering customer-first service, liaising with patients, their families and care providers. You will be the “go to” for resolving customer experience issues and providing support to the clinical team.

You will ensure our services focus on promoting and elevating Whānau health and well-being. This includes working in partnership with the community to provide healthcare that is patient-centred, culturally safe, and grounded in tikanga.

Ultimately, you will be proactive in making all patient experiences seamless, accessible, timely, and as safe as possible. Key responsibilities include:

• Answering customer queries via phone, social media, email & messaging within our app.

• Providing insight into process improvement within the Customer Experience Team.

• Assisting with clinical enrolments.

• Handling patient files.

Experience Required:

• Customer service experience

• Experience/knowledge of equity & Te Tiriti principles etc preferred

• Able to thrive in a fast-paced environment

• Exceptional written and verbal communication skills

• Detail oriented and the ability to multitask

• Team player who can collaborate with various departments

• Tech savvy

• Ability to think on your feet and display good judgment and decision making skills.

We are seeking motivated individuals to join our friendly and passionate team.

• Fixed term 8 week period with potential for a permanent position once this project has been completed, based on roster needs

• Monday to Friday roster, hours usually sometime between 7.30am to 6.30pm

• Must be eligible to work in NZ.

If you're passionate about customer care and would like to step into the healthcare industry to make a difference, we would love to hear from you!