Fullers360 Lead Ambassador

About us

Fullers360 has been in operation for just over 40 years employing 350+ with two main parts to our business, a fleet of high-speed passenger ferries and a fleet of modern buses. Through a reliable network and the passion of our people, Fullers360 ferries nearly 6 million customers every year, getting commuters to work and visitors to play.

Waiheke Bus Company ushered in the electric era for Waiheke Island, making it the first Auckland suburb with an electric bus fleet. Our ferries are soon to follow with our first hybrid electric fast ferry currently being built. A commitment to sustainability and the environment is in our DNA, we’re involved in the community and have a down-to-earth company culture.

We’re friendly and welcoming, and the pride of being a part of our Fullers360 team radiates through our people and shows in their enthusiasm for everything they do!

  

About the role  

We are seeking a Lead Ambassador to join our Customer Experience team, based at Queens Wharf in Auckland CBD. You will be passionate about our customers, their experience and the service you provide. This role involves working across a rotating roster, including weekends and public holidays. 

Key tasks and responsibilities:

• Build great working and visible relationships with your team, be a positive mentor and have honest conversations when needed
• Identify team training and development
• Providing support and problem solving, assisting customers with more complex sales, products and feedback
• Reconciling cash-ups
• Liaise with other departments to ensure timetable and vessel co-ordination
• Generate motivation, enthusiasm and a positive work culture, committing to the company’s values
• Actively participate in every aspect of the day to day ticket office operations to provide support to our Customers, the Customer Experience Operation Leader and/or Customer Experience Manager.

Hours of work (between 6am – 9pm, 7 days a week)

• Rotating roster including public holidays and weekends

• 3-week rotating roster, usually 5 days on and 2 days off but may vary.

• 120 hours over a 3-week period, average of 40 hours per week

• Morning, afternoon and night shifts

• Morning shifts start between 6am - 8.30am and night shifts finish at 9pm

About you

You'll be a natural leader who enjoys leading by example in all aspects of customer experience. This includes promoting and enhancing the team delivery of an exceptional customer experience, while providing visibility and hands on day-to-day leadership support to the running of the ticket offices and spaces. 

To be successful in this role you'll hold:

• Minimum 2 years’ experience in the customer service industry including leading and motivating teams

• Excellent customer experience and service history and ability to develop/train customer service & sales skills in a team

• Experience working with ticketing or reservations system preferred

• Experience in complaint resolution

• Have the ability to make quick yet sound decisions and use initiative

• Have excellent problem resolution skills

• Oversee the performance of the customer services team

• Confident in working in a busy and ever-changing work environment.

About our benefits and perks (T&C's apply)

• Free ferry travel for work and leisure for our full time permanent employees

• Free hot beverages before, during or immediately after a shift/work hours and 50% discount on all other café items

• For leisure (off duty/non-work related) all café purchases have a 50% discount

• Free annual flu shots and EAP (employee assistance program)

• Free period products for our staff and customers

• Access to discounted gym memberships (Auckland Council & Les Mills) and discounted healthcare (Southern Cross)

• Discount at SpecSavers for employees and their family

• Opportunity to work with a fun down-to-earth team

*Candidates must have the right to work in NZ.

Please note: Any information you provide will be used to evaluate your suitability to this position. We will hold onto your details for any future opportunities unless asked otherwise.