Team Leader - Customer Relationship Team

OverviewTeam Leader - Customer Relationship Team role at Auckland Transport.

AT is on a mission to transform Auckland into a vibrant city that moves, so that Aucklanders can connect with the people and places they love.

Be part of Auckland's exciting future and development.

From transport infrastructure to customer-focused solutions, we're creating seamless journeys across our city that enable businesses and Aucklanders to thrive.Te Whiwhinga mahi – The Opportunity – Customer Relationship Team LeaderTo lead, motivate and empower a team and to manage and respond to customer requests for service and information across the Road Maintenance and Integrated Transport Systems (ITS) Contract areas.

This role will ensure timely, accurate and professional responses to customer queries in accordance with Auckland Transport (AT) policies and strategies.

It will also work closely with Contract Managers and Suppliers to ensure that cases are closed and that any process improvements are initiated and embedded as business as usual.ResponsibilitiesMeet regularly with team members to discuss any issuesManage CRM case escalationsLiaise with Auckland Council Contact Centre and AT Customer Care teams to ensure a consistent approach to customer management and to identify and resolve training issuesMonitor incorrect referrals and work with AT and AC staff to identify causes and implement improvements to reduce them in the futureOversee training in CRM and RAMM for contract teams to maintain and enhance their use of these systemsWhat will you bring?

A tertiary degree in business administration or similar disciplineMinimum 2–5 years' experience in a customer interface role in government or private sectorMinimum 2 years' experience in people managementExcellent oral and written communication skillsStrong interpersonal relationship skillsCollaborative skills to bring teams under a common goalPersonal resilience and a customer focusAttention to detailOur OrganisationAt AT, we embrace inclusion and support building a diverse workplace where people come first.

Our values are Manaakitanga (We care), Tiakitanga (Safe with us), Whanaungatanga (We connect), Auahatanga (Better, bolder, together).

We offer : 25% discount on public transport services across AucklandInvestment in your professional development and trainingOpportunity for greater leadership and accountabilityModern CBD (Wynyard Quarter) waterfront-based officePaid parental and partner leaveStudy assistanceHealth and wellbeing benefitsProfessional membershipsAT Connect groups such as Mana ka Maori, , and moreHow to applyApply now with an up-to-date CV and cover letter.

Please contact Lynn Miller with any questions at

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