Customer Care Case Coordinator

In the Customer Care space at Auckland Transport, we're on a journey to deliver better customer service outcomes for the people of Tamaki Makaurau. Are you after a career where you'll do meaningful work that makes a real difference, where you can bring your full self to work and make real friendships? Then you've come to the right place At Auckland Transport we have a some Customer Care Case Coordinator roles available in our Customer Care department which contribute to creating positive changes for the people of Tamaki Makaurau and having fun while doing it. Sound like fun? Wait, there's more **Te Whiwhinga mahi | The opportunity** Our Customer Care team are advocates for Tamaki Makaurau, living and breathing Auckland Transport's customer centric values. In these roles you'll help be the change for Auckland, building trust in the community through the work you do. As a Customer Care Case Coordinator you'll be the main focal point for the coordination of VIP correspondence and second level, escalated, complaint management. This involves assessing, assigning and acknowledging all incoming formal customer communication. Another key aspect of this role is assessing and responding to customer feedback in line with our values and advocating for the best outcomes for the people of Tāmaki Makaurau. People come first at Auckland Transport, and we want you to bring your full self to work every day. We want you to enjoy coming to work and shine in your role, so if that means bringing your dad jokes with you, we welcome you with open arms, maybe not open ears though Our team is diverse and made up of people from all walks of life as it is the unique contributions of team members that drives our success. Auckland Transport is for everyone We want you to thrive and succeed, not only in your career but in all aspects of life whether that is as a parent, grandparent, sibling, friend or sports/team member. You'll experience a true work-life balance, with your home life seen equal with the work you do. This role works Monday to Friday, but hours are flexible, and you'll have a mixture of working in our amazing Viaduct office and working from home. Sounds ideal right? In the customer care department career development isn't just what we say, it's how we roll You'll be encouraged to grow and progress and take on new opportunities or projects that will challenge you. Three out of five of the Customer Care leadership team have grown and developed internally, all now leading awesome teams who deliver awesome outcomes for Auckland. These People Leaders have been in your shoes and genuinely care about you reaching your full potential - they're there to support you to bring your full self to work each day and have fun **Ko koe tēnei | About you** You will be: - An innovative and counter-intuitive thinker who loves to think outside the box - A problem-solver and eternal optimistic with a desire to make positive change for Auckland - A passionate and resilient team member, driven by the opportunity to be part of the change you want to see as advocates for the community - Able to tell a good story, throw around some banter and have a genuine desire to join a high performing, diverse and fun team **Ko wai mātou | About us** **_ What do some team members think makes the team so awesome?_** - "I can truly be myself here."_ - "Great location to work at, in the Viaduct Harbour"_ - "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's 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"_