Senior Customer Service

2 weeks ago

Hamilton, Waikato, New Zealand Waikato Regional Council Full time

Mō te tūranga | About the role
This role is full time, Fixed Term for 18 months

You would be delivering exceptional customer service to enhance passenger journey experience on public transport by:

  • Overseeing the day to day management of the Transport Centre customer service counter and contact centre, including organisation and rostering of casual staff, financial banking and reconciliation processes.
  • Running the BUSIT internal contact centre, including reporting and supervision of the contact centre staff.
  • Providing expert knowledge of and managing the back end of the Bee Card ticketing system
  • Retailer management, support and invoicing for the 16+ retailers who sell and top up Bee Cards around the region.
  • Concession management for all discounted travel on Bee Card, including concession loading and invoicing.
  • Delivering exceptional customer service for customers that serves to enhance their journey experience on public transport.
  • Coordination and assistance in running community and stakeholder engagement programmes and activities that increase utilisation of the public transport system.
  • Contributing to the development of customer service capabilities within the wider Public Transport Team.

Mō te tangata | About you
Are you a customer service expert looking for an opportunity to work for an organisation passionate about the region's public transport network?

We're looking for someone who puts the customer at the heart of everything they do.

  • You have a high attention to detail, a cando attitude with the ability to pick things up quickly.
  • You could be based at the transport Centre or out and about delivering outreach programmesto promote utilisation of the public transport system.
  • If you are ready to come on board and hit the ground running, we would love to hear from you.

Mō ngā pūkenga | Qualifications and experience

  • Minimum of 5+ years customer service experience including cash handling and bank reconciliation.
  • Proven ability to partner and create shared value with internal and external stakeholders.
  • Strong customer service skills, including communication and interpersonal skills.
  • Proven ability to learn and operate relevant systems both manual and computerised.
  • Work knowledge of Microsoft Office to intermediate level.
  • Able to multitask and remain calm and professional in a busy customer service environment.
  • Welldeveloped and proven listening, verbal and written communication skills.
  • Excellent communication skills with the ability to build relationships.

Mō te tīma | About the team
Customer Focus team are located at the Transport Centre.

This role is based at our customer service counter, providing bus and rail customer service and ticketing, and advice relating to our public transport services and products.

On occasion we spend time out in the community promoting our public transport services.


We work hard to care for the mighty Waikato, so current and future generations will benefit from a healthy environment, strong economy, and vibrant communities.


Customers sit at the heart of everything we do, and all staff have an important role to play in the delivery of exceptional customer service.


If you'd like to understand more about what we do please click here The work we do | Waikato Regional Council.

Applications will close on Sunday 12 March

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