Team Leader Customer Services, Wellington
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Wellington City Council

Team Leader Customer Services

  • Posted 3d ago
  • On Site
  • Full Time
Location

Wellington

Salary

$79.36  -  $93.36 k/yr

Job Description

We have an exciting opportunity for an empowering customer service champion to join the team at the Wellington Regional Aquatic Centre (WRAC) as the Customer Services Team Leader.

In this role:
You will be responsible for leading and motivating a team of 10-12 direct reports to ensure the delivery of outstanding customer service for all of WRAC's users, through the development and implementation of a consistent customer focused approach to service delivery.

In your day to day, you will ensure the smooth running of the front desk, retail store and lead your team to provide accurate and timely communication of information to customers queries about the facility services and its programmes (i.e., SwimWell, Club Active, and a range of Aquatic events) as well as work promptly to address issues around the facility to ensure a quality experience.

Create a fun and supportive team environment and lead a high performing team where you build and enhance the overall capability of the team through in the moment coaching, running training sessions and role modelling best practice on the day to day.

You will stay up to date on health and safety policies, procedures and systems to ensure all matters are recorded, reviewed, and addressed as well as staying connected with key health and safety personnel and attend regular meetings.

About you:

  • Have previous experience in either a senior customer service role where you have had to support and mentor staff or as a Team Leader with experience managing or developing a high-performing team.
  • Be enthusiastic about working with a diverse range of people, where you get to use your excellent people and communication skills.
  • Comfortable dealing with conflict, having challenging conversations and address situations face to face where appropriate.
  • Have a solution focused mindset when solving problems and use your initiative to ensure positive outcomes where possible.
  • Exceptional leadership skills and want to partner with your team members to ensure their development and success.
  • This role is a full-time role, primarily based Monday to Friday. However, there may be occasions where flexibility is required including some weekend work, to meet customer demand and ensure proper staff coverage, as the facility operates 7 days a week.


We are looking to appoint between $79,356 - $93,359 per annum, for this role, depending on relevant skills and experience.

Applications close 6th April 2025. All applicants must have the right to work in New Zealand. All applicants must have the right to work in New Zealand.

If you have questions, please contact Fiona Hurley, Fiona.hurley@wcc.govt.nz

Applicants must be 16 years of age or over and as this role is safety sensitive you will require to obtain and maintain police vetting clearance, as well as undergo drug and alcohol screenings, and health testing. Access to reliable transport is also a must!

The Recreation Facilities team is to provide exceptional service, spaces and experiences to the more than 2,500,000 customers who annually attend Wellington's pools and recreation centres. This includes leading and overseeing services and programmes in Wellington's indoor recreations facilities that supports Council's social and recreation goals. This is achieved through the development of strategic and tactical plans ranging from long-term investment decisions to day-to-day operational requirements.

We're Working for Wellington. Wellington City Council's team provides more than 400 services every day for Wellingtonians - everything from parks and pools to consents and cemeteries - playing our part in making Pōneke an inclusive, sustainable, and creative capital for people to live, work and play.

Working for the Council offers you a range of benefits including 5 weeks annual leave, flexible working options, health and wellbeing support, Council staff discounts and a range of learning and development programmes and opportunities.

Hard Skills Required

  • Training and Development
  • Health and Safety Compliance
  • Conflict Resolution

Soft Skills Required

  • Leadership
  • Customer Service Management
  • Problem-Solving
  • Communication
  • Flexibility

Benefits and Perks

  • 🤱
    Extended Parental Leave
  • 🏛
    Fully Paid Jury Service
  • 🏘
    Work from Home
  • 🧕
    Inclusive Workspace
  • ❤
    Care and Appreciation
  • ⚖
    Work-Life Balance Support
  • 🧠
    Mental Health Workshops
  • 💚
    Counselling Services
  • 💪
    Physical Health Workshops
  • 🌿
    Wellness Program
  • 🏥
    Subsidised Health Insurance
  • 📈
    Professional Development
  • 🏎
    Competitive Salary
  • 🎉
    Employee Discounts and Rewards
  • 🎖
    Long Service Rewards
  • 💻
    Company Supplied Technology
  • ⏰
    Flexible Work

Job Schedule

  • Monday to Friday
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