Customer Service Ambassador

**Auckland One Rail**

**Customer Service Ambassador (City Rail Link, fixed-term, full-time)**:
**Auckland, Auckland City, Auckland City Centre**

$26.68 - $28.50 Hourly

Fixed Term/Temporary
- **Free train travel and travel privileges**:

- **The opportunity to be part of the biggest project in Auckland**:

- **Les Mills gym membership and other discounts**

**Customer Service Ambassador Testers for City Rail Link - fixed term.**

Auckland One Rail is seeking four CRL Customer Service Ambassadors (CRL CSA) to assist with testing for our City Rail Link Test Project during the testing and commissioning (T&C) phase. We are looking for one person to begin in March 2025 and three to begin in May 2025, with the role running through to the end of December 2025.

**Key Responsibilities**:

- Assist with testing and commissioning of the CRL stations in various scenarios, including normal daily operations, degraded operations where trains aren't running to schedule during a disruption, and emergency operations such as a full station evacuation. This will include desktop testing scenarios in our offices in Newmarket and Ellerslie, and live scenario testing in the new CRL stations.
- Demonstrate CRL CSA responsibilities, including Fire Warden duties, equipment setup, station checks, and ensuring minimum operational standards are met.
- Ensure the correct use of CRL systems within stations (e.g., Emergency Stop Plungers).
- Review and update CRL Principles, Policies and Network Operating Procedures (PPNOPs) as required.
- Perform daily inspections of CRL stations and facilities, monitoring/reporting on cleanliness, graffiti, public announcement and passenger information display checks, lighting, wayfinding, and other station issues.

**Requirements**:

- Experience in a customer-facing role.
- The ability to contribute to a professional testing environment and to comply with industry best practice.
- First aid trained or the ability to obtain.
- Ability to meet the functional fitness requirement for working in CRL underground stations (i.e. walking up 6 flights of stairs).
- Ability to think critically, and to constructively highlight issues that arise during the testing process.
- Ability to work together in a small team including Link Alliance, CAF NZ, KR and other specialists.
- Ability to work to a specified test statement issued by Link Alliance.
- The ability to build a rapport with people regardless of age, gender, and cultural background.
- Must have excellent communication skills both written and verbal.

This is a full-time position; generally, the role will require 80 hours per fortnight on weekday shifts (9am to 5pm or similar), though some weekend and night testing may be required (penal rates apply). Full paid training will be provided, along with uniform and any PPE.

You will be based at various locations across the network, including the CRL Stations, the Link Alliance office in Newmarket, and the Auckland Rail Operations Centre (AROC) in Ellerslie for various parts of the testing.

CSAs will be Fire Wardens for CRL testing and will need to be confident in the evacuation of passengers from the CRL stations during an emergency. This will include being able to comfortably walk up six flights of stairs in a safe manner.

If you are interested in this opportunity, please apply. We look forward to hearing from you

**Reference Number**: CSA-CRL-EXT

**Profession / Role**:

- Call Centre & Customer Service / Customer Service
- Manufacturing, Transport & Logistics / Public Transport & Taxi Services

**Employer**: Auckland One Rail

**Date Posted**: 03rd Feb, 2025

**Date Expires**: 21st Feb, 2025