Job Description

We’re looking for customer-focused people to join our team as Customer Service Ambassadors (CSA) across the Auckland rail network on a part-time basis as we work towards the opening of the City Rail Link (CRL) here in Tāmaki Makaurau.

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.

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 part-time CSAs cover various locations including Waitematā/Britomart, Newmarket and Panmure. When CRL stations open, these locations will increase to include Te Waihorotiu, Karanga-a-hape and Maungawhau stations. You will start and finish your shifts at these locations and rotate through all of them on the roster. This role would suit anyone living in or near the city centre, as the Auckland rail network (and rail replacement bus stops) will be your place of work.

Hours - part-time CSAs will be required to work on a rotating fortnightly roster across various shifts. Shifts are generally early (7am to 11am) midday (11am to 3pm) or late (3pm to 7pm). Guaranteed 40 hours per fortnight - flexibility is key as we aren't able to offer fixed shifts.

Days - you will work ten shifts each fortnight - please note the rotating roster includes weekends shifts, and public holidays when required.

We have both permanent and fixed-term vacancies available to start in June, July and August this year. The fixed term vacancy is to cover an extended absence and will end in April 2027.

Full 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 in 2026, without customers present at times.

About You

• A genuine passion for helping people and creating positive customer experiences.
• Comfortable approaching customers proactively.
• Able to remain calm and professional when dealing with difficult situations.
• Takes initiative and works independently when required.
• 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.
• Physically fit and capable of comfortably walking up six flights of stairs, as well as spending most of your shift on your feet.

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.

This is a good entry into the rail/transport industry with opportunities to grow and develop.

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, reference checks and a drug and alcohol test.

Requirements

• Experience in a customer-facing role in a fast-paced environment.

Benefits

• Free Train Travel Enjoy complimentary train travel on Auckland passenger trains.
• 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.
• Living wage on certification + allowances, penal rates and overtime.