Growth-Oriented Assistant Team Leader, Customer Service

Auckland Transport; Auckland, Kumeu, South Head; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Transport discount 25%

Parental leave

Partner leave

Study assistance

Job summary

Auckland Transport is seeking an Assistant Team Leader – Customer Service to lead and support a high-performing Customer Care team across multiple locations in Auckland. You will coach frontline staff, drive exceptional customer experiences, and collaborate with Team Leaders to keep operations running smoothly.

This role suits senior customer service professionals or aspiring leaders who value coaching, leading by example, and developing formal people leadership skills.

Qualifications

• Senior CS experience or emerging leader
• Ability to coach and develop frontline staff
• Strong customer service operations knowledge
• Comfort with fast-paced, customer-facing environments

Responsibilities

• 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

Skills

Customer focus

Leadership potential

Calm under pressure

Coaching

People leadership

MS365 / CRM / MS Teams

7-day operation readiness

Tools

CRM systems

Microsoft 365

MS Teams

Operational technology

Job description

Auckland Transport is seeking an Assistant Team Leader – Customer Service to lead and support a high-performing Customer Care team across multiple locations in Auckland. You will coach frontline staff, drive exceptional customer experiences, and collaborate with Team Leaders to keep operations running smoothly.

This role suits senior customer service professionals or aspiring leaders who value coaching, leading by example, and developing formal people leadership skills.