Customer Care Team Leader

Auckland Transport (AT) is on a mission to transform Auckland into a vibrant city that moves, so that Aucklanders can connect with the people and places they love. Be part of Auckland's exciting future and development. From transport infrastructure to customer-focused solutions, we're creating seamless journeys across our city that enable businesses and Aucklanders to thrive.

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. Transport has the potential to shape our city for the better - from the streets we live, work and spend time on, to the trains, bus services, cycle and walkways we use every day.

**Te Whiwhinga mahi | The opportunity**

We're seeking a results-driven, people-focused leader to join our Retail Channels team as the **Customer Care Team Leader - South** to lead five Customer Service Centres across South Auckland, Panmure and city fringe. This is a high-impact, entry-level leadership role designed for someone ready to take ownership, delivering best in class operational excellence, driving performance and delivering outstanding customer experiences.

What you might like to know about this opportunity:

- Lead, coach and empower your team to exceed service benchmarks. Inspiring the team of ~20 Customer Care Representatives to consistently exceed service expectations and performance benchmarks.
- Execute AT's Customer Services Retail Strategy and Plan, aligning team outcomes with AT's broader strategic goals.
- Accelerate digital channel migration and champion customer engagement across all retail touchpoints.
- Own day-to-day operations including disruption response, inventory control, rostering, facility oversight, internal audit and legislative compliance.
- Champion health, safety, and wellbeing, lifting standards, embedding a culture of care and accountability.
- Represent AT in community engagements, strengthening regional visibility and trust.
- Shape team strategy, goals, and service improvements.

**Nā tāu rourou | What will you bring?**

We're looking for a leader who thrives in dynamic environments and is passionate about unlocking team potential. You will be:

- A confident, empathetic leader with a proven track record of building high-performing teams.
- Skilled in coaching, performance management, and operational execution.
- Digitally fluent, with the ability to guide customers through evolving service channels.
- A clear communicator who energises teams and navigates complexity with ease.
- Collaborative and influential, able to lead across teams and inspire action without formal authority.
- Resilient and highly organised, with the ability to manage competing priorities and drive outcomes.

**Ko mātou tēnei | Our Organisation**

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, we also offer:

- Investment in your professional development and training
- 25% off public transport fares
- Opportunity for greater leadership and accountability
- Paid parental and partner leave
- Study assistance
- Health and wellbeing benefits

Please note that this role does not have a remote working option. All workdays are required to be on site.

**Ka tiaki mātou i te hunga katoa ka eke waka i Tāmaki Makaurau.**
We tiaki all those who use transport in Tāmaki Makaurau.