Senior Customer Service

**Mō te tūranga | About the role**

Deliver exceptional customer service to enhance passenger journey experience on public transport by:

- Overseeing the day-to-day management of the Transport Centre customer service counter and contact centre, including organisation and rostering of casual staff, financial banking and reconciliation processes.
- Running the BUSIT internal contact centre, including reporting and supervision of the contact centre staff.
- Providing expert knowledge of and managing the back end of the Bee Card ticketing system.
- Retailer management, support and invoicing for the 16+ retailers who sell and top up Bee Cards around the region.
- Concession management for all discounted travel on Bee Card, including concession loading and invoicing.
- Delivering exceptional customer service for customers that serves to enhance their journey experience on public transport.
- Coordination and assistance in running community and stakeholder engagement programmes and activities that increase utilisation of the public transport system.
- Contributing to the development of customer service capabilities within the wider Public Transport Team.

**Mō te tangata | About you**
- Are you a customer service superstar looking for an opportunity to work for an organisation passionate about the region's public transport network?
- We're looking for someone who puts the customer at the heart of everything they do.
- You have a high attention to detail, a can-do attitude with the ability to pick things up quickly.
- You could be based at the Transport Centre or out and about delivering outreach programmesto promote utilisation of the public transport system.
- If you are ready to come on board and hit the ground running, we would love to hear from you.
- Able to multi-task and remain calm and professional in a busy customer service environment.
- Well-developed and proven listening, verbal and written communication skills.
- Excellent communication skills with the ability to build relationships.

**Mō ngā pūkenga | Qualifications and experience**
- NZQA Level 3 in literacy and numeracy or equivalent.
- Minimum of 5+ years customer service experience including cash handling and bank reconciliation.
- Proven ability to partner and create shared value with internal and external stakeholders.
- Strong customer service skills, including communication and interpersonal skills.
- Proven ability to learn and operate relevant systems both manual and computerised.
- Work knowledge of Microsoft Office to intermediate level.

**Mō te tīma | About the team**
- Customer Focus team are located at the Transport Centre.
- This role is based at our customer service counter, providing bus and rail customer service and ticketing, and advice relating to our public transport services and products.
- On occasion we spend time out in the community promoting our public transport services.

**Mō mātou | About us**
- We work hard to care for the mighty Waikato, so current and future generations will benefit from a healthy environment, strong economy, and vibrant communities.
- Our mahi is as diverse as the region we care for and the people who share it. Our work helps look after our region's water, soil, air, geothermal areas and coasts - so we can all enjoy these precious resources for generations to come.
- Customers sit at the heart of everything we do, and all staff have an important role to play in the delivery of exceptional customer service.
- If you’d like to understand more about what we do please click here The work we do | Waikato Regional Council.
- By partnering with iwi and working with many others in our communities, our collective kaitiakitanga will make the Waikato region even better.
- Together, we’ll create a sustainable future that will make a positive difference to people’s lives.

**Mō te tuku tono | How to apply**
- Applicants will be reviewed as they come in and this role will close on Sunday 20 October 2024.
- For a copy of the **Role Description **, please click here.