Customer Service Team Leader

We’re looking for a Customer Service Team Leader to provide an exceptional customer experience and to support and guide our frontline Customer Service Ambassadors across the Auckland rail network. In this vital role, you’ll lead from the front, managing day-to-day operations, responding to disruptions, and ensuring every customer enjoys a safe and welcoming travel experience. This is a hands-on leadership role requiring active station presence, frequent movement between locations, and direct involvement during service disruptions.This is a hands-on leadership role requiring active station presence, frequent movement between locations, and direct involvement during service disruptions.

The Role

• Lead and support a team of Customer Service Ambassadors across our stations, including task allocation, rostering, and leave management.
• Maintain an active leadership presence during normal operations, service disruptions, and major events.
• Drive high performance through coaching, mentoring, and regular one-on-one meetings.
• Ensure stations are safe, clean, and ready for service, managing opening/closing procedures and safety checks.
• Assist customers with journey planning, accessibility needs, and travel disruptions.
• Coordinate emergency responses, evacuations, and incidents on the network.
• Collaborate with internal teams to ensure timely and accurate customer information is shared.
• Manage lost property operations and support station facility fault reporting and inspections.
• Act as Chief Fire Warden and First Responder during emergencies.

Location - our CSTLs currently cover Waitematā/Britomart, Newmarket and Otahuhu. When CRL stations open, these locations will increase to include Te Waihorotiu, Karanga-a-hape and Maungawhau stations.

Hours - CSTLs work across a fortnightly roster, which includes weekends and public holidays as required. Successful candidates will need to be able to commit to shift work, including overnight shifts.

Full training will be provided, including our customer service and leadership training package, first aid and fire warden training, and CRL readiness training ahead of the opening of City Rail Link. Uniform, PPE and equipment also provided - CSTLs will need to be comfortable using iPads, smartphones, handheld radios and public announcement systems.

You will need to be physically fit and capable of being on your feet for long periods, as well as walking up six flights of stairs.

About You

• Proven frontline leadership experience, ideally in transport, operations, or customer-facing roles.
• Strong communication skills and the ability to guide and motivate diverse teams.
• Calm under pressure and confident managing incidents or emergency situations.
• Commitment to health, safety, and providing inclusive, accessible service.
• Comfortable working on rotating shifts, including weekends and special events.

Why Join Us?

You’ll be part of a customer-focused team committed to delivering safe and reliable public transport for all Aucklanders. Every day brings variety, challenge, and the opportunity to make a meaningful impact.

We’re committed to creating a workforce that reflects the communities we serve. As part of this commitment, we are actively working to increase the representation of women, Māori, and Pasifika across all levels of our organisation, especially in frontline and leadership roles.

Requirements

• Experience in a customer facing role
• Previous supervisory experience essential
• Excellent customer service skills
• Be available to work across a 24 hour, 7 days a week roster.
• Excellent communication skills, both written and verbal
• Demonstrates a professional appearance and manner
• Presents a can-do attitude and leads by example
• Demonstrated leadership skills
• Computer skills, incuding Microsoft Office suite
• Ability to meet the physical fitness requirements of the role

Benefits

• Free Train Travel: Enjoy complimentary train travel on Auckland passenger trains. 
• Travel Discount: Nominate a person and up to 3 dependents for train travel discounts.
• NZ Railways Trust Membership: Benefit from discounted holiday accommodation, medical reimbursements and other discounts.