Team Leader - Case Management
Auckland Transport
Central Auckland, New Zealand
1d ago

Auckland Transport is so much more than we might seem! Ahead of us are some gritty projects, we have some highly skilled innovators and amazing talent working across our business, supported by an executive team and leaders who value and understand that our people are how we will deliver on our organisational goals.

The opportunity :

  • As a leader in Customer Care your purpose is to engage, empower and lead a team of our Case Managers.
  • The Case Management team look after a broad range of customer queries - from formal complaints, queries from Elected Members, official information requests, to requests for broken yellow lines outside a house.
  • The Customer Care Team will work in an adaptable and fluid way on key projects and initiatives as required to enable collaboration, cross-skilling and development.
  • This may involve short-term projects in virtual teams and / or the adoption of adaptable work practices.

    Reporting to our Manager of Customer Care - Case Manager you will be a part of the Customer Experience team. What we can promise you is an opportunity to make a difference, worthwhile and meaningful work that will impact the future of our city, while also investing in you personally with opportunity for growth and development.

    About you

  • A minimum of 3-4 years in a similar or relevant role
  • Customer experience is always evolving and getting better, you will have a growth mindset and ensure that your people are reaching their individual goals and aspirational heights
  • Experience managing teams with broad product bases as well as experience with escalation management and executive communications
  • At AT we embrace inclusion and fully support building a diverse workplace, to support this, our Flexible Working initiative empowers our people to work flexibly in ways that work for them, our customers and our business.

    All flex options will be with individual and teams needs in mind, we invite all candidates to talk to us early in the hiring process about how flex might work for you.

    AT is also committed to creating a diverse and inclusive workplace where people come first, we feel safe, respected, valued and supported, regardless of our differences.

  • Our values are at the heart of all we do, we recently co designed our refreshed values and now weave them through all our C&T initiatives, we wanted them to be meaningful and real;
  • Manaakitanga - We care ..full stop
  • Tiakitanga - Safe with us
  • Whanaungatanga - We connect
  • Auahatanga - Better, bolder, together
  • In addition, we also offer :

  • A chance to work on diverse projects unique to NZ i.e. no other infrastructure projects of the complexity and size across NZ
  • Real investment in your professional development and training
  • Opportunity for greater leadership and accountability, the authority and autonomy to make lasting decisions
  • Modern waterfront-based office
  • Paid parental and partner leave
  • Study assistance
  • Health and Wellbeing benefits
  • Professional memberships
  • If this sounds like you, hit apply now!

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