Railway Customer Contact Supervisor
2 days ago
About Us
KiwiRail connects New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission is to create stronger connections and a better New Zealand through sustainability and community well-being.
The Role
This fixed-term position requires an experienced team leader who can hit the ground running and come up to speed quickly. You'll be responsible for supervising our customer contact teams, providing coaching, mentoring, and technical expertise to ensure exceptional customer service. You'll work with a diverse range of customers and lead by example, demonstrating excellent communication and problem-solving skills.
Your Key Accountabilities
- Ensure all verbal and written communications are clear and professional
- Take an active role in disruption, incident, and recovery management
- Develop and implement process changes to improve customer service
- Work closely with colleagues to achieve agreed-upon KPIs
You Will Bring
- Experience in leading teams within complex environments
- Ability to build rapport quickly and have hard conversations when needed
- Minimum intermediate data entry and MS Office Suite experience
- Excellent communication and problem-solving skills
What's In It For You
- Extensive support from our team
- Access to discounted travel, health insurance, and holiday houses across NZ
- Flexible working arrangements (remote working not possible)
- Strong Zero Harm policy for your safety
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