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Title:  Customer Services Manager

Date:  12-Aug-2022

Wellington, KiwiRail Ltd, NZ, 6011

Business unit:  Interislander
Position status:  Permanent
Employment type:  Full Time
Level of experience:  Experienced

We are currently looking for a Customer Service Manager to join Interislander’s fun Customer Service Delivery Team.


Every day is different on-board our ships. The Customer Services Manager (CSM) looks after the smooth running of the ship for both passengers and on-board crew. The CSM will ensure great customer service is provided to passengers.


This role is looks after our services teams, while supporting the Fleet Customer Delivery manager to implement marketing and customer service initiatives.


This role offers security and career development in a large organisation as a permanent and full-time role.


Key Responsibilities:


  • Lift the standard of service and measuring goals set for individuals in your team
  • Implement and deliver customer service strategies
  • Role model and deliver excellent customer experience
  • Monitor and measure customer satisfaction and on board spend
  • Contribute to the strategic planning of staff and rostering requirements
  • Carry out stock takes and report on variances
  • Ensure tour groups, on board visitors and promotions are planned, booked and catering requirements are accommodated


To be the successful candidate you will have:


  • A passion for providing exceptional customer service
  • Ability to mentor and lead and leading front line customer service teams
  • Experience leading a team in a customer focused organisation
  • The ability to build and maintain key relationships with several different stakeholders
  • Resilience, flexibility, and a positive can-do attitude



Your benefits:


  • All meals provided on board
  • Fully paid training
  • Access to discounted travel and holiday houses through our Staff Welfare Trust



Mo matou: About us:


KiwiRail is a purpose-driven State-Owned Enterprise with a commercial mandate. We run our business efficiently and effectively while delivering significant economic benefits through taking trucks off the road, reducing carbon emissions and road maintenance costs, easing congestion in cities, and making roads safer. Our purpose 'Stronger Connections, Better New Zealand' speaks to what our people, our customers, our stakeholders and the Government, our shareholder, want for KiwiRail: to be more connected. Connected to our customers and the future needs of their businesses.


Connected to the communities we serve and operate in. Connected to each other, for the good of the country. Our purpose speaks to connected people, networks, journeys, experiences, and ways of working that move KiwiRail, the transport sector and New Zealand forward. 


Interislander employs 600 staff, and our teams are passionate about delivering a safe and efficient ferry service to all our customers.


If you are ready to make a difference within a progressive organisation that encourages forward thinking and recognises success, then we would like to hear from you.


For a copy of the position description click here.


This role is open until Sunday 28 August. If you have any queries, please contact us:


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