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Customer Care Case Coordinator

1 month ago

Auckland City, New Zealand Auckland Transport Full time

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.

**Te Whiwhinga mahi | The opportunity**

Our Customer Care team are advocates for Tamaki Makaurau, living and breathing Auckland Transport's customer centric values. In these roles you'll help be the change for Auckland, building trust in the community through the work you do.

People come first at Auckland Transport and we want you to bring your full self to work every day. We want you to enjoy coming to work and shine in your role, so if that means bringing your dad jokes with you we welcome you with open arms, maybe not open ears though Our team is made up of people from all walks of life as it is the unique contributions of team members that drives our success. Auckland Transport is for everyone

**The role**:
We have an exciting opportunity for 5x Customer Care Case Coordinators to join the team. The key purpose of this role is to be the main focal point for the coordination of VIP correspondence and second level, escalated, complaint management. This involves assessing, assigning and acknowledging all incoming formal customer communication.

Another key aspect of this role is assessing and responding to customer feedback in line with our values and advocating for the best outcomes for the people of Tāmaki Makaurau.

You'll work collaboratively with team members and a variety of stakeholders to manage the reputation of Auckland Transport as appropriate by alerting/escalating trending information. The team is supportive, fun and engaging so if you're looking for a dynamic and challenging role where you will grow as an individual then this is the role for you

**Ko koe tēnei | About you**

**To be successful in this role you will be**:

- An innovative and counter-intuitive thinker who loves to think outside the box
- A problem-solver and eternal optimistic with a desire to make positive change for Auckland
- A passionate and resilient team member, driven by the opportunity to be part of the change you want to see as advocates for the community
- Able to tell a good story, throw around some banter and have a genuine desire to join a high performing, diverse and fun team
- A critical thinker who has exceptional communication skills with the ability to build effective relationships
- A customer service expert with proven experience resolving escalated queries
- Strong organisational skills, capable of prioritising workloads and tasks effectively

To be considered for this role you will also have:

- The ability to interpret technical information and convey appropriately to specific audience
- Work across all levels of the organisation including the political environment
- Good understanding MS Office, i.e. Outlook, Excel, Word and PowerPoint
- Strong written and verbal communication
- Good problem-solving skills (able to give clear concise explanations on any topic)
- Maintain a good understanding of Transports policy, procedures and practices
- Confident in establishing internal and external relationships
- Liaising with senior managers and executives across AT to ensure customer trends are understood

**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

**What do some team members think makes the team so awesome?**
- "I can truly be myself here."_
- "Working here is the first time I've experienced a true home-work-life balance."_

"I have made real friend at work for the first time in my life. So many cool, helpful friendly people. It's cool to be kind here at AT"
- "I am a mother and have never fel