Customer Care Assistant Team Leader

Auckland Transport is leading the development of transport infrastructure and solutions that enable healthy and accessible communities.

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.

We are on a journey and working to shape our organisation through an ambitious transformation programme providing for more effective and efficient AT.

Delivering Auckland's transport solution on such a mammoth scale is no mean feat and we need a talented team to ensure we are up to this task.

**Te Whiwhinga mahi | The opportunity**

If you love delivering excellent customer service, leading and developing people, join our Customer Service team as Assistant Team leaders.

This role will help our customer service team grow and improve in line with our strategy, our operations and our people development. These roles support the promoting and influencing of mode shift and digital channel transition through the retail channel in Customer Services by:

- Leading, developing and coaching high performance teams to deliver outstanding customer service, including the behaviours we demonstrate and the way we communicate
- Partnering with other business units across AT to promote Public Transport and grow revenue
- Achieving Digital Channel migration targets and increase first contact resolution
- Ensuring operational excellence to deliver the customer experience including management of people, process and technology.

This role involves working in different locations as part of the regular duties.

**Ko koe tēnei | About you**

This role involves leading and supporting our customer facing operational teams to provide excellent customer service and people management.

As an aspiring and developing leader who puts customers first, you will support the team lead by inspiring, motivating, coaching and developing our people to communicate with customers at the best possible quality level, taking responsibility for customer interactions and making sure they are resolved, recorded, and followed up with all while finding opportunities to deliver exceptional service and outcomes.

**To be considered for this role you will**:

- At least 2 years of supervising customer service in a retail setting including inventory and cash management across multiple locations
- Ability to role model and influence a positive change around customer behaviour
- Demonstrated understanding around functional rostering to optimise service delivery using available resources
- The ability to provide excellent customer service to both internal and external customers
- Has a good knowledge and awareness of the roles and functions of local government, including current and future business drivers and legal obligations
- Be willing to work shifts (morning and afternoon) at different locations over 7 days
- Good communication and negotiation skills, able to effectively persuade, guide and motivate at an organisational level

**Ko wai mātou | About us**

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, our Flexible Working initiative empowers our people to work flexibly whilst meeting the needs of our customers, the organisation and the individual.

In addition, we also offer:

- Investment in your professional development and training
- Opportunity for greater leadership and accountability
- Modern CBD (Wynyard Quarter) waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships

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