Customer Service Operations Manager

6 months ago


Auckland City, New Zealand Auckland Transport Full time

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

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

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

Delivering transport solutions for Auckland on such a large scale is no mean feat and we need a talented team to ensure we are up to this task.

**Te Whiwhinga mahi | The opportunity**

We have an exciting opportunity for a Customer Services Operations Manager to join the team, working in a fast-paced, customer-centric environment. In this varied and dynamic role you will support the Customer Services Group by ensuring optimal day-to-day service delivery and operational performance. This includes oversight of workforce, facilities, tools of trade, health and safety and risk management across the group.

Using your strong analytical skills and personal drive you will work across all channels to identify opportunities for improvement across multiple sites, processes and teams, helping us improve the customer and employee experience, productivity and create strong risk management.

You will use your strong interpersonal stakeholder relationship skills when representing the Customer Services Group on identified key AT projects where material change to our servicing operations is expected. That includes high profile projects such as the introduction of the City Rail Link.

This leadership role sits within the Customer Service team which is the heart of AT, providing service 7 days a week, 365 days a year, including face-to-face in our Public Transport via Customer Service Centres.

**Ko koe tēnei | About you**
- Evidence of strong change leadership to deliver improved service experience
- Experience managing health, safety, and wellbeing outcomes for operational teams
- A tertiary qualification in business management or similar (preferred)
- The ability to deliver a genuine customer centric approval to both internal and external customers
- Experience with productivity methodologies
- Good interpersonal and negotiation skills
- Sound business acumen including financial, statistical analysis and project management knowledge
- Strong organisational skills
- Personal resilience
- Excellent written and oral communication skills

**Ko wai mātou | About us**

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
- Modern CBD (Wynyard Quarter) waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships


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