Office & Customer Care Co-ordinator

1 week ago

Auckland City, New Zealand HEB Construction Full time

The purpose of this role is to embed and maintain a customer-centric focus on Liveable Streets by engaging with critical stakeholders and customers. This role is criucial to the Liveable Street's delivery of the **Central East Road Corridor Maintenance Contract **for Auckland Transport.
- Establish and foster constructive and positive relationships with our contract team, internal teams, customers, key stakeholders and Auckland Transport.
- Identify risk areas for customer engagement and communications practices and work in collaboration with key stakeholders to develop plans to mitigate them.
- Keep the community updated on progress of the delivery programme
- Prepare stakeholder notification materials and obtain timely approval from Auckland Transport
- Manage delivery of letter drops to ensure neighbours are provided with timely notification of works.
- Resolve customer queries in a timely manner. Record all interactions.
- Go the extra mile and challenge the status quo to increase customer satisfaction.
- Collaborate with Auckland Transport Customer Service Team to ensure consistency of customer and stakeholder engagement
- Provide regular reporting against Communications Plan and customer cases and contribute to the monthly report in conjunction with the Contract Manager
- Identify and support initiatives that change the way Liveable Streets specifies or delivers maintenance works to provides better value for Auckland Transport and our customers.
- Develop a deep understanding of Liveable Streets' customers and their requirements, and constantly seek out innovative ways to execute on these insights to help drive customer centricity.
- Provide timely and appropriate internal and external engagement and communications advice to the Traffic, Opex and Capex teams.
- Refer all media queries to Auckland Transport Contract Manager.
- Undertake any other duties as required by the contract manager from time to time. Be part of creating a culture of constructive feedback and collaboration across all levels.
- Understand and uphold HEB Construction's Health and Safety Policy, Procedures, Standards and Rules
- Take all practical steps to ensure personal safety and the safety of others in the workplace
- Display positive and proactive attitudes towards safety and reduce harm always
- Attend daily site briefings, toolbox talks, and other safety initiatives undertaken by Supervisors/Foremen, as well as actively participate in them
- Attend safety training when required
- Ensure all hazards have been identified and adequately controlled by the project team
- Notify management of incidents
- Be compliant with Safe work methodologies and report non-compliance to Supervisor
- Ensure correct installation and maintenance of site safety measures and temporary works
- Wear all safety clothing and equipment as required by HEB or Client Policies and for specific tasks (all safety clothing and equipment will be supplied by HEB)
- Undertake tasks in a safe manner for both yourself, others on site and the public

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