About the job
Join our team as a Customer Service Team Leader, where you will play a crucial role in delivering an outstanding customer experience while guiding our dedicated Customer Service Ambassadors across the Auckland rail network. In this dynamic position, you will take the lead in managing daily operations, addressing service disruptions, and ensuring every customer enjoys a safe and welcoming travel journey. This hands-on leadership role requires an active presence at stations, frequent travel between locations, and direct engagement during service disruptions.
Key Responsibilities:
- Lead and support a team of Customer Service Ambassadors at our stations, overseeing task assignment, scheduling, and leave management.
- Maintain a visible leadership presence during regular operations, service interruptions, and significant events.
- Foster high performance through coaching, mentoring, and consistent one-on-one meetings.
- Ensure stations are clean, safe, and operational by managing opening and closing procedures as well as conducting safety checks.
- Assist customers with journey planning, accessibility requirements, and travel disruptions.
- Coordinate emergency protocols, evacuations, and incident management on the network.
- Collaborate with internal departments to provide timely and precise customer information.
- Oversee lost property procedures and support station facility fault reporting and inspections.
- Act as Chief Fire Warden and First Responder in emergencies.
Work Locations: Our Customer Service Team Leaders currently cover locations such as Waitematā/Britomart, Newmarket, and Otahuhu. With the opening of the City Rail Link stations, this will expand to include Te Waihorotiu, Karanga-a-hape, and Maungawhau stations.
Work Hours: Customer Service Team Leaders operate on a rotating roster that includes weekends and public holidays. Candidates must be available for shift work, including overnight shifts.
Comprehensive training will be provided, including our customer service and leadership training package, first aid and fire warden training, along with City Rail Link readiness training prior to station openings. Uniforms, PPE, and equipment will be supplied, and team leaders must be comfortable utilizing iPads, smartphones, handheld radios, and public announcement systems.
Physical fitness is essential, as the role requires standing for extended periods and the ability to navigate up to six flights of stairs.

