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Customer Care Team Leader

2 months ago

Manukau, Auckland, New Zealand Auckland Transport Full time
At Auckland Transport we're on a continuous journey to change the way we deliver service to our customers. We're working to shape our city and provide transport choices for a growing, vibrant Auckland.

Our people are a diverse team of forward thinking, passionate individuals who provide innovative and realistic insight to the city's transport challenges.

As catalysts for change, each and every one of our team has a pivotal role in moving Auckland forward. We have a plan, join us and help make it a reality

We focus on exceptional people experiences and creating a culture where our people can thrive.

To help us on this journey, we have an awesome opportunity for growth for a Customer Care Specialist to join us as a Customer Care Team Lead.


Te Whiwhinga mahi | The opportunity


In the Customer Experience (CX) space, we're on a journey to change the way our retail channels deliver services to our customers and need you to help us along this journey.

We have a passion and drive to deliver easy customer journeys for Tamaki Makaurau through creating safe, helpful and easy ways for the public to connect with Auckland Transport.


A typical day in the role might include:

  • Creating a great place for your people to work, where a learning mindset is our default and career pathways are front of mind
  • Operating a cross functional operational CX team
  • Creating better outcomes for customers through moving work to digital channels or driving process changes. Adding value to our customers interactions and moving from reactive to proactive processes is a priority for Customer Services
  • Triaging customer queries to ensure resourcing is in line with customer expectations
  • Reviewing the quality of responses to our customers to ensure great case management is at the heart of each of our interactions lift our customer satisfaction
  • Supporting the team in managing escalations from stakeholders across Local Government
  • Establishing customer measures where they don't exist and engaging our stakeholders through these data points
  • Reporting on volumes in your space


You will work alongside other leaders within the CX teams to continue to grow our centre of excellence, connecting your team to our purpose and Customer Value Proposition.


Ko koe tēnei | About you
To really excel in this role you will have:

  • Collaborative leadership skills
  • Customer focus/mindset
  • Excellent customer centric written skills
  • Stakeholder engagement and interpersonal skills
  • Great escalation/VIP management
  • Proven change management skills
  • Effective communication through reporting and data
With you, you will bring a qualification in business management, or relevant business experience.

You will have pre-existing experience in leadership roles, and ideally you would have some exposure working with escalation management and executive communications, however this is not a prerequisite for the role.

**Ko wai mātou | About us

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