Senior Business Support Advisor

3 days ago


Auckland City, New Zealand Auckland Transport Full time

**About the role**:
This role sits in AT's Service Delivery group, which provides several services to Aucklanders including parking, traffic management and harbour safety. The purpose of this role is to assist the Business Support Manager in optimising the Business Support team's performance. This is expected to be done by creating and documenting Standard Operating Procedures (SOP), onboarding of new team members and supporting continuous improvement initiatives. On a day-to-day basis, this role will support the team by overseeing service level agreements, carrying out quality audits and being the first point of escalation for business support advisor queries.

**Key Responsibilities**:

- Work with the Business Support manager and any other relevant parties across Auckland Transport to design standard operating procedures for all services offered by the Business Support team
- Carry out regular quality assurance activities with the team
- Monitor and actively manage the service levels for the Business Support team activities
- Identify and engage in continuous improvement activities
- Onboard new team members
- Resolve problems and provide hands-on business support where necessary

**To succeed as a Senior Business Support Advisor, you will need to be**:

- A confident, competent communicator with a minimum of 3 years' experience in a customer service or customer-facing role
- Experienced in documenting policies and procedures of large governmental organisations
- Well-organised, with an eye for detail
- Results-focused with demonstrated use of initiative, proactive problem-solving and a 'can do' attitude.
- Able to work collaboratively in a team environment and have an inclusive, open working style
- Experienced in carrying out training and coaching activities, including inducting new staff and coaching staff to improvement
- Experienced in the use of Agile tools and techniques

Our values are woven into all we do at AT. We recently refreshed our values as a team to ensure they were meaningful and truly reflect how we behave with one another. Welcoming talent with aligned values is important to us, our values that guide every encounter are:

- Manaakitanga - We care
- Tiakitanga - Safe with us
- Whanaungatanga - We connect
- Auahatanga - Better, bolder, together

In addition to delivering worthwhile work that matters, while also investing in you personally with opportunities for growth and development, we offer our team a raft of other great things Some of which include:

- Investment in your professional development and training
- Opportunity for greater leadership and accountability, the authority and autonomy to make lasting decisions
- Modern waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships



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