Customer Care Assistant Team Leader

1 week ago

Auckland, Auckland, New Zealand Auckland Transport Full time
Customer Care Assistant Team Leader (2x fixed-term opportunities)

Auckland Transport is leading the development of transport infrastructure and solutions that enable healthy and accessible communities.

Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.

We are on a journey and working to shape our organisation through an ambitious transformation programme providing for more effective and efficient AT.

Delivering Auckland's transport solution on such a mammoth scale is no mean feat and we need a talented team to ensure we are up to this task.

If you love delivering excellent customer service, leading and developing people, join our Customer Service team as Assistant Team leaders. We have two fixed-term positions available:

  • Fixed-term until June 2025 in the South & East region
  • Fixed-term until Feb 2025 in the Central region

These roles will help our customer service team grow and improve in line with our strategy, our operations and our people development. These roles support the promoting and influencing of mode shift and digital channel transition through the retail channel in Customer Services by:

  • Leading, developing and coaching high performance teams to deliver outstanding customer service, including the behaviours we demonstrate and the way we communicate
  • Partnering with other business units across AT to promote Public Transport and grow revenue
  • Achieving Digital Channel migration targets and increase first contact resolution
  • Ensuring operational excellence to deliver the customer experience including management of people, process and technology.

The successful candidates will join the CSC leadership team and report to the Customer Care Team Leader and Manager Customer Care Retail Channels. This is a great opportunity to grow your people leadership and show your customer focused skills.

This role involves working in different locations as part of the regular duties.

This role involves leading and supporting our customer facing operational teams to provide excellent customer service and people management.

As an aspiring and developing leader who puts customers first, you will support the team lead by inspiring, motivating, coaching and developing our people to communicate with customers at the best possible quality level, taking responsibility for customer interactions and making sure they are resolved, recorded, and followed up with all while finding opportunities to deliver exceptional service and outcomes.

To be considered for this role you will:

  • At least 2 years of supervising customer service in a retail setting including inventory and cash management across multiple locations
  • Ability to role model and influence a positive change around customer behaviour
  • Demonstrated understanding around functional rostering to optimise service delivery using available resources
  • The ability to provide excellent customer service to both internal and external customers
  • Proficient in Microsoft Office applications, especially Word, Excel, PowerPoint, Outlook and SharePoint
  • Has a good knowledge and awareness of the roles and functions of local government, including current and future business drivers and legal obligations
  • Be willing to work shifts (morning and afternoon) at different locations over 7 days
  • Good communication and negotiation skills, able to effectively persuade, guide and motivate at an organisational level

At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.

In addition, our Flexible Working initiative empowers our people to work flexibly whilst meeting the needs of our customers, the organisation and the individual.

In addition, we also offer:

  • Investment in your professional development and training
  • Opportunity for greater leadership and accountability
  • ModernCBD (Wynyard Quarter) waterfront-basedoffice
  • Paid parental and partner leave
  • Study assistance
  • Health and Wellbeing benefits
  • Professional memberships

Please apply providing your updated CV along with a cover letter summarising how you meet the requirements for this role.

Reference # 66287

Posted: 14 Jun 2024

Closes: 30 Jun :55

Location(s) Central Auckland, South Auckland, East Auckland

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