Customer Care Coordinator

6 days ago

Auckland, Auckland, New Zealand SeaLink NZ Full time

At SeaLink, we believe in connection and teamwork. People come and stay at SeaLink – because of "one boat, one team" we might have all arrived on different ships, but we are all on the same boat together, working towards a common goal.

About the role:

Working across our three terminals in Auckland CBD, Half Moon Bay, and Waiheke, this role will appeal to someone who has a passion for training, coupled with a strong background in administration. The Customer Care Coordinator (Trainer) is responsible for leading and implementing the training program for the Customer Care Team, ensuring all team members are fully equipped to provide outstanding service.

A key part of this role is ensuring our Customer Care Team are at their best. Supporting them to unlock what true customer experience is and doing it in the safest way possible. With summer roles needed in peak season, we need someone who can get the team up and running fast and help renew energy for our seasoned team. You will need to be a whizz when it comes to quality assurance, service standards, and in general unlocking the best of everyone, including the leaders of the different terminals.

Additionally, the role involves the accurate and timely implementation and scheduling of timetables, along with managing uniform distribution and supporting the sponsorship program.

The Customer Care Coordinator (Trainer) is also expected to take customer bookings and assist with marshaling duties as needed.

Key accountabilities include:

  • Lead the delivery and management of the induction training program for new team members, ensuring that all new hires are adequately trained and integrated into the team.
  • Implement ongoing training sessions to keep the Customer Care Team up to date on policies, procedures, and best practices to ensure continuous improvement.
  • Regularly evaluate training programs (including content and offerings) and operational processes to identify opportunities for improvement. Propose and implement changes to enhance team performance, service quality, and operational efficiency.
  • Drive and oversee the quality assurance processes to monitor the performance of the Customer Care Team.
  • Conduct regular audits and assessments to ensure compliance with internal service standards and regulatory requirements.
  • Provide feedback and coaching to team members to enhance service quality, addressing any gaps identified through QA assessments.
  • Support the leadership team in the accurate creation and maintenance of timetables within internal systems.
  • Collaborate with the relevant teams to ensure that all scheduling needs are met and communicated effectively to both staff and customers.
  • Oversee the management of uniforms for the Customer Care Team, ensuring proper distribution, tracking, and maintenance.
  • Coordinate with suppliers, handle uniform orders, and ensure all team members are outfitted according to company standards.

Additionally, you will provide general support and coordination across the Customer Care Team, assisting with daily operational needs and ensuring that team members are supported in their roles.

What's in it for you:

  • Competitive remuneration
  • The opportunity to work for a company that cares about their people
  • Opportunity to work with like-minded, passionate individuals
  • Awesome travel benefits via our vessels to Waiheke and Great Barrier Island
  • Birthday leave - A paid day off to celebrate your birthday
  • Health Insurance
  • Health and Wellbeing programme

If this role sounds like the opportunity you're looking for, please submit your CV and a cover letter, specifically addressing the above skills and experience.

A position description can be provided upon request.

SeaLink has a strong commitment to workplace health and safety and the well-being of our people. Successful candidates will be required to undertake a pre-employment drug test and criminal record check. All applicants will be required to provide proof of their qualifications and eligibility to work in New Zealand.

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