Metro Customer Communications Team Leader
Wellington & Wairarapa, New Zealand
I lead a team of six Tranz Metro Customer Communications Officers who are responsible for all operational communication. I was involved with establishing the Customer Communications Officer role, including the creation of an extensive manual which outlines all processes and templates.Our dynamic communications team works with customers, Tranz Metro staff, other KiwiRail departments and business units as well as Metlink (Greater Wellington Regional Council's transportation department) to ensure we deliver the best possible service for our customers. We utilise all channels available to reach passengers at each stage of their journey. The channels we use include social media, websites, subscription alert services and the on-board and retail staff. Our communications team of 12 work internally with other areas of KiwiRail to keep our 350+ staff informed.