Service Delivery Advisor, Schools

Do you want to make a huge difference to the way school bus services are delivered in the Wellington region? Metlink has an exciting role within our Service Delivery team. If you are a high performing, practical, solution focussed, people person then you could be our new Service Delivery Advisor, Schools.


At Metlink we work with our transport operators to deliver over 40 million travel boardings a year. We have a strong desire to go the extra mile for our customers and a commitment to continual improvement. ‘Every day better’ is our internal promise. Our goal is to be more than just a public transport service, we want to be a symbol of pride for the Wellington region.


We have a transformational change programme underway, which includes growing our capability and capacity to support Metlink services.  We’re looking for people who would be motivated to make a difference as we embed structural and functional changes, to ensure we can effectively add value to services and improve the delivery of public transport in the Wellington Region.  You will be joining us at a time where there is strong growth in demand for public transport across all modes (bus, rail, ferry and Total Mobility) and as we make significant changes and improvements to the network.  You will be part of the ongoing change programme to increase skills in the Group, improve ways of working both internally and externally, and implementing improved processes and systems.


About the role

The Service Delivery Advisor, Schools will represent Metlink, and maintain the relationships with Schools in the Wellington region, to support the design and delivery of Metlink school bus services, and contributing to the design of other Metlink services which students use. You will provide relationship management whilst continually seeking improvements to service delivery, balancing customer service, quality, performance, safety and value for money.


To be successful in the role you will need:

  • Experience in the development and management of relationships

  • Experience dealing with conflict resolution and issues management with a track record in building consensus with multiple parties on the best way forward, especially when dealing with differing opinions and motives

  • Excellent organisational skills and the ability to remain calm under pressure and focused on the bigger picture

  • A passion for building rapport and relationships across multiple stakeholders with a proven ability for communicating with a wide range of audiences on complex issues to a high standard and delivering messages in plain English

  • A track record of creating practical solutions to complex and ambiguous problems and using innovative thinking for opportunities to improve ways of working

  • Proven skills in influencing and motivating others through personal advocacy, vision and drive to build a solid platform for change with the ability to work with and influence a range of senior level stakeholders

  • To be highly self-motivated with drive and the ability to work with a high level of autonomy

  • Empathy for customers, and confidence in engaging them directly

  • An interest and understanding of the transport sector, or logistics would be advantageous


As our work is across the Wellington Region, from time to time you may be required to drive our pool cars.  If you do not have a current full drivers licence, but you think you’ve got the skills and experience we’re after, please note this in your cover letter we can discuss this further during the application process.


To apply for this role and to view the job description, please click on the link below.


For further information, please contact Rob Braddock, Team Leader Service Delivery on 04 830 4262.


Applications close: Tuesday, 25 February 2020


Permanent Full Time

Job no: BLAM045759

Location: Wellington City

Closing Date: Tuesday, 25 February 2020