Assistant Team Leader - Customer Services

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

25% off public transport fares

Paid parental and partner leave

Study assistance

AT Connect groups access

Job summary

Auckland Transport is seeking an Assistant Team Leader – Customer Service in Auckland. You’ll support frontline teams, coach staff, and help deliver exceptional customer experiences across a 7-day operation.

This role offers hands-on leadership exposure, with development pathways toward Team Leader opportunities and a strong focus on customer satisfaction. You’ll work closely with Customer Care Team Leaders and Managers, leading by example and driving consistent, high-quality service while

Qualifications

• Experience leading frontline customer service teams or coaching staff.
• Strong communication and a customer-centric mindset.
• Ability to coach, onboard, and develop customer service representatives.

Responsibilities

• Support Customer Care Team Leaders with day-to-day leadership of frontline teams.
• Be a visible on-floor support to ensure calm, professional service.
• Role-model AT values in every interaction and coach staff development.
• Assist with onboarding, coaching, and performance improvement.
• Ensure timely resolution and consistent service across a 7-day operation.
• Step into leadership during peak periods or leader absence when needed.

Skills

Leadership

Coaching

Customer-centric

Communication

Problem solving

Education

Senior customer service or informal leadership

Tools

CRM systems

MS Teams

Microsoft 365

Job description

• Lead and support a high-performing Customer Care team
• Coach, develop, and empower frontline staff
• Deliver exceptional customer experiences across multiple At lcoations

This is more than a support role — it’s a chance to grow your leadership capability while making a real difference every day.

As an Assistant Team Leader – Customer Service, you’ll play a key role in supporting frontline teams who help thousands of customers across Auckland every week. Working closely with Customer Care Team Leaders, you’ll help keep operations running smoothly, support people on the floor, and contribute to the customer experiences that matter most.

This role is ideal for a senior customer service professional or emerging leader who enjoys coaching others, leading by example, and wants to take the next step toward formal people leadership. You’ll gain hands‑on exposure to leadership responsibilities in a fast‑paced, customer‑facing environment, with strong development pathways into Team Leader roles.

Reporting to a Customer Care Team Leader, and Manager, Customer Care Retail Channels, you’ll be supported, trusted, and encouraged to grow — while making a meaningful impact for customers, teams, and communities.

In this role, you will:

• Support Customer Care Team Leaders with the day‑to‑day leadership of frontline customer service teams
• Act as a visible point of support on the floor, helping teams deliver calm, consistent, and professional service
• Role‑model excellent customer service behaviours and AT values in every interaction
• Assist with coaching, onboarding, and development of customer service representatives
• Help ensure customer interactions are handled with care, ownership, and timely resolution
• Support operational consistency across a fast‑paced, 7‑day environment
• Step into leadership responsibilities during peak periods or leader absence, as required
• Contribute to a positive, inclusive team culture where people feel supported to do their best work

Your contribution will directly support customer satisfaction, team confidence, and service reliability.

You’re someone who leads through action. You care deeply about customer experience, enjoy supporting others, and are ready to build your leadership confidence.

You bring a calm, people‑first approach, communicate clearly, and stay focused — even when things get busy. You’re comfortable offering guidance, giving feedback, and helping others succeed, while continuing to grow your own capability.

You’ll bring:

• A strong customer‑centric mindset and a genuine desire to support others
• Experience in a senior customer service or informal leadership role
• Confidence engaging with customers and colleagues in a fast‑paced environment
• The ability to remain calm, adaptable, and solutions‑focused under pressure
• A solid understanding of customer service operations and performance expectations
• Confidence using Microsoft 365 tools, CRM systems, MS Teams, and operational technology
• Flexibility to work rostered AM and PM shifts across a 7‑day operation
• A commitment to learning and developing your leadership capability
• This role suits someone who is ready to step toward leadership, with support and development along the way

At AT, people come first — always

We are committed to creating a workplace where everyone feels safe, respected, valued, and supported to do their best work. Our values guide how we lead, how we work together, and how we serve our communities:

• Tiakitanga– Safe with us

We’re proud to be an inclusive organisation where diversity is celebrated and everyone has the opportunity to thrive.

This role offers more than experience — it offers growth and momentum.

You’ll gain:

• Practical leadership experience in a high‑impact, customer‑facing environment
• Exposure to day‑to‑day operational leadership and decision‑making
• Development and support to prepare you for future leadership opportunities
• Health, wellbeing, and lifestyle benefits, including:
• 25% off public transport fares
• Paid parental and partner leave
• Study assistance
• Access to AT Connect groups, including Mana ka Māori, Pasifika, Women@AT, and more

Note: This role is fully on‑site and does not offer remote working options. All workdays are required to be on location.

We tiaki all those who use transport in Tāmaki Makaurau.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

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.

Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.

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.

Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland.

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