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City Rail Link Operations Manager

1 week ago

Auckland, Auckland, New Zealand Auckland One Rail Full time

About Auckland One Rail

Auckland One Rail is a leading provider of rail services in New Zealand, committed to delivering high-quality solutions that meet the evolving needs of our customers.

Job Summary

We are seeking an experienced Customer Service Team Leader to join our team and assist with testing for the City Rail Link project. As a key member of our operations team, you will be responsible for supporting the development and implementation of customer service strategies, ensuring exceptional customer experiences, and contributing to a positive and inclusive work environment.

Main Responsibilities

  • Supporting CRL Testing: Participate in the T&C phase to validate our processes, demonstrating CSTL responsibilities for normal, degraded, and emergency operations.
  • PPNOP Updates: Identify gaps on current and proposed processes for the new stations to ensure they are ready for CRL Day 1 Operations.
  • NZQA Qualified Assessors: CRL CSTLs will be NZQA Qualified Assessors to further assist in carrying out Competency Assessments for BAU staff.
  • Training and CMS Document Review: After training in CRL Operations, assist in training other CSTLs and the wider team. You will participate in reviewing Competency Management System documents to keep all information up to date and compliant.

Key Skills and Qualifications

  • Experience: At least 5+ years of current or recent team leader or supervisory experience, overseeing a team of 10+ people each day in a similar work environment.
  • Team Leadership: Ability to think critically, constructively highlight issues, and work together in a small team including Link Alliance, CAF NZ, KR, and other specialists.
  • Communication: Excellent communication skills, both written and verbal, with the ability to build rapport with people regardless of age, gender, and cultural background.
  • Certifications: First aid trained or the ability to obtain; NZQA Level 4 Workplace Assessor qualification or the ability to attain this.

Working Conditions

  • Work Environment: The role involves working in various locations, including CRL stations, Link Alliance offices, Queen Street Depot, and Auckland Rail Operations Centre.
  • Travel: Train travel is free for Auckland One Rail staff, but you will need to be comfortable with having to travel between locations at times.
  • Hours: Generally, your hours will be 80 hours per fortnight on day shifts (9am to 5pm or similar), but from time to time, there may be additional hours required.

What We Offer

  • Opportunity: The opportunity to play a pivotal role in the creating of City Rail Link and support Auckland One Rail's role in this innovative project.
  • Professional Development: Full training provided, including NZQA Level 4 Workplace Assessor qualification.
  • Collaborative Environment: A supportive and inclusive work environment that values diversity and promotes teamwork.