You Are Treated Like Cattle Here - Customer Service Auckland Transport Employee Review

Overtime is regularly expected, but it is unpaid. In reality, very few staff actually want to work overtime—most people simply want to finish their shifts on time without being pressured to stay longer. Management often says in meetings that they “care about staff,” but when you raise concerns, you are quickly silenced rather than supported. Once you speak up, you may find yourself under increased scrutiny instead of seeing the issue addressed. It feels like they only truly care about operational performance, not staff wellbeing. I was even told by my team leader that because this is a frontline role, “risk is part of the job,” and if I didn’t accept that, I should reconsider the role—rather than the company taking responsibility for improving safety. This role is advertised as customer service, but in reality, it often feels like being a human punching bag. You are expected to continue serving abusive customers even after repeated incidents. When systems go down, customers blame you—and management does too, rather than acknowledging system failures.