Customer Care Case Manager

Resolve complex customer issues and make a real impact.

Support frontline teams and drive service excellence.

Improve processes and shape better customer experiences.

We're looking for a Customer Care Case Manager to join our Customer and Network Performance team.

This permanent role offers the chance to contribute to AT's strategic goals and make a meaningful difference in how Auckland moves.

In this role, you'll :

Manage the end-to-end process for escalated customer cases, ensuring they are triaged and resolved within service level agreements.

Liaise with business units to find effective resolutions, applying critical thinking to address underlying issues.

Provide second-level support to frontline customer service teams, helping them deliver outstanding service.

Identify process improvement opportunities and monitor case data for trends.

Build positive relationships with stakeholders and senior transport staff to enhance effectiveness and knowledge.

Na tau rourou | What will you bring?

As a seasoned professional, you'll bring experience working in large-scale, performance-driven environments.

You'll also bring :

Minimum 2 years' experience in case management or a similar role.

Strong analytical and problem-solving skills, with the ability to quickly identify core issues.

Excellent communication, negotiation, and relationship-building skills.

Resilience and professionalism when dealing with challenging customer interactions.

Proficiency in the MS Office suite and the ability to interpret technical information for a range of audiences.

At Auckland Transport, people are at the heart of everything we do.

We're proud to foster a workplace where inclusion isn't just encouraged—it's embedded in our culture.

We celebrate diversity in all its forms and are committed to creating an environment where everyone feels safe, respected, valued, and supported.

Our values guide how we work and connect :

Manaakitanga

• we care deeply for our communities;

Tiakitanga

Whanaungatanga

Auahatanga

We also offer :

Investment in your professional development

25% discount on public transport across Auckland

Paid parental and partner leave

Study assistance and wellbeing benefits

Professional memberships

Access to AT Connect groups like Mana ka Maori, , and more

Come help shape the future of transport in Auckland.

Apply today with your CV and cover letter.

We tiaki all those who use transport in Tamaki Makaurau.

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