We’re looking for customer-focused people to join our team as Customer Service Ambassadors (CSAs) across the Auckland passenger rail network. As a CSA, you’ll play a vital part in helping our customers navigate the network, responding to disruptions, supporting accessibility, and contributing to the safe and smooth operation of our services. This is the perfect entry into the rail industry for those looking to utilise their customer service skills and experience in a dynamic new environment. This is a permanent, full-time (80 hours per fortnight) role, starting in August.
The Role
- Provide front-line customer support at stations and rail replacement bus stops.
- Operate and monitor gate lines, assist with faults, and respond to emergency or evacuation procedures.
- Help manage customer flow during normal operations, special events, disruptions, and blocks of line (BOL).
- Deliver timely, clear customer information via announcements, printed materials, and one-on-one assistance.
- Assist customers with accessibility needs, supporting train crew where required.
- Conduct daily safety and cleanliness checks of stations and facilities, reporting issues promptly.
- Support lost property management, station operations, and special event deployments as needed.
- Maintain a strong, professional presence as part of the AOR Station Deployment Plan.
Location - our CSAs currently cover Waitematā/Britomart, Newmarket and Otahuhu. When City Rail Link (CRL) stations open, these locations will increase to include Te Waihorotiu, Karanga-ahape and Maungawhau stations. You will start and finish your shifts at these locations and rotate through all of them on the roster.
Hours - CSAs work across a fortnightly roster, which includes weekends and public holidays as required.
Uniform and PPE as well as full, paid training is provided, including customer service training, first aid and fire warden training, and CRL relevant training.
You will begin working in the new CRL stations before the official opening date, without customers present at times.
About You
- A genuine passion for helping people and creating positive customer experiences.
- Strong communication skills and a calm, confident manner during disruptions or busy periods.
- A team player with flexibility to work across different locations and shifts, including weekends and special events.
- Basic tech literacy to operate communication systems and report station faults.
- Confident using different technology including smartphones, tablets, handheld radios and public announcement systems.
Why Join Us?
You’ll be part of a supportive team that plays a key role in making public transport better for everyone. Every shift is different and every day, you’ll make a real difference.
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.
Recruitment Process
Candidates may be required to complete a video interview, phone interview and face to face interview in order to be considered for this role. Candidates invited to interview will need to be able to comfortably walk up six flights of stairs in order to meet the fitness criteria for the role.
If you have applied for this or a similar role at AOR and were unsuccessful following an interview within the last 12 months, your application may not be considered at this time.
We receive 100s of applications for these positions and are unable to respond to every applicant individually at each stage of the recruitment process.
Pre-Employment Checks
Candidates invited to an in-person interview will need to walk up six flights of stairs before the interview, in order to meet the functional fitness criteria.
Successful candidates will be required to complete satisfactory pre-employment checks which include ACC claim history, criminal conviction history, two reference checks and a drug and alcohol test.
Requirements
- Experience in a customer-facing role in a fast-paced environment.
- The ability to get to and from Waitematā/Britomart station and the CRL stations when they open.
- Able to commit to shift work, including weekends and public holidays where required.
Benefits
- Free Train Travel: Enjoy complimentary train travel on Auckland passenger trains.
- Gym Membership Discount: Access discounted Les Mills Gym membership.
- Travel Discount: Nominate a person and up to 3 dependents for train travel discounts.
- NZ Railways Trust Membership: Benefit from discounted holiday accommodation and medical perks.
