Title: Travel Centre Lead Passenger
Travel Centre Lead Passenger
- Step up and lead a high performing team
- 2IC to Centre Manager
- Permanent, Christchurch based
He kōrero mō mātou | About us:
At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being.
Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard.
He whakamārama mo te tūranga mahi | About the role:
The Travel Centre Lead provides day-to-day operational support to ensure the smooth functioning of the Travel Centre. Acting as the second-in-charge, this role supports the Travel & Contact Centre Manager across rostering, reporting, process improvement, team coaching, and system coordination. This role plays a key role in driving efficiency, ensuring team readiness and supporting both customer experience and disruption management.
A key focus of your role and the team is to make sales of tours, packages, events and scenic trains. Personal and team KPIs will reflect this.
Other key accountabilities will include:
- Leading process improvement and efficiency initiatives
- Providing SOP and QA leadership
- Monitoring and reporting on customer engagement
- Acting as first point of contact for customer concerns
- Managing the chatbot and customer service mailbox
- Acting as liaison with ICT for issues and enhancements
Ngā pukenga e rapu nei mātou | What (skills) you will bring:
You will be a clear communicator and able to work under pressure with a calm, steady leadership style. As a process-minded and detail-oriented person you will be skilled at understanding how to monitor performance and utilise reporting, and rostering and resource planning tools.
Your extensive experience working at a senior or team leadership level in a customer service or contact centre environment, along with supporting and coaching staff for continuous improvement, will ensure your success in this pivotal role.
A travel industry background and experience is desirable.
Nōu te rourou | What's in it for you:
- Competitive salary plus 4% employer KiwiSaver contribution
- Professional development opportunities to help you grow and succeed
- Access to NZ Rail Staff Welfare Trust benefits, including holiday homes, medical support and discounted travel
- Be part of a diverse and inclusive workplace dedicated to innovation, sustainability and community impact
Kua rite, kia rite | Ready to Make a Difference?
Rā aukati | Applications close: 1 June 2025
Job Segment:
Business Process, Call Center, Travel Industry, Quality Assurance, Customer Service, Management, Travel, Technology