Customer Care Business Partner

2 months 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**

We have an awesome opportunity for a Customer Care Business Partner to join our Customer Care Engagement Team to lead responses to key stakeholders and customers, including requests from councillors and other elected members.

In this role you will manage end to end cases raised from various sources as well as investigating formal complaints ensuring responses are delivered in a timely, professional manner.

You will liaise with relevant business units to ensure an appropriate and personalised response can be provided as well as complying with AT policies, procedures and relevant legislation.

Requests can vary from speed bump and light phasing requests to major project costs and plans. As our Business Partner your will manage cases from:

- Ombudsman requests
- Elected Member, Councillor requests
- Formal complaints
- Mayoral and MP requests
- Requests for information addressed to Auckland Transport Senior Management Team, Board or the CEO

**Ko koe tēnei | About you**

The successful Customer Care Business Partner will:

- Level 7 Diploma in Business or similar
- At least 3 years' experience in case management and conflict resolution
- Be analytical with the ability to quickly recognise the core of the problem, weigh the evidence and arguments, and reach a logical conclusion
- Ability to identify trends and issues that may require intervention from other departments ensuring any recurring issues are resolved, or improvements recommended, as necessary
- Resilience in order to respond professionally to complainants who are upset or angry, without taking criticism personally
- Excellent comprehension and negotiation skills
- Excellent understanding MS Office suite of tools, particularly Outlook, Excel, Word, PowerPoint, and SharePoint
- Strong written, verbal and face to face communication including an elevated level of diplomacy and problem-solving skills. Ability to convey a negative response in a customer-focussed manner
- Proactive self-starter, able to work unsupervised with good interpersonal skills and ability to work as part of a team.

**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 felt this "seen" and supported. Management rewards hard work with trust and providing you with flexibility abound."_
- "Understanding group of people, caring, empathetic. Love it here"_
- "From the day I was interviewed, it was clear and communicated that hard work is rewarded and there are lots of opportunities for people who are interested."_
- "It a genuine rarity for a workplace to encompass what a team like ours has. I've found since starting work here that everyone is friendly, full of laughs, and keen to help you learn and grow in your role, whether that's skill sharing or answering a myriad of questions like I've had. This job also offers the unique ability of hybrid working and flexible working hours which I've actually found has seeded a more productive and fruitful day-to-day experience. Also, the management is great"_



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