Customer Ambassador | West Wave

Auckland Council; Bishop Auckland; On-site; GBP 24,000 - 27,000; Part time

Job summary

A local council authority in Bishop Auckland seeks a Customer Ambassador to lead difficult conversations with customers and ensure effective service delivery at West Wave Leisure Centre. The role involves using problem-solving and de-escalation techniques, working with diverse community groups, and managing risks. The ideal candidate excels in communication and relationship building. Enjoy a part-time position with great benefits, including free use of Centre facilities and development opportunities within the council.

Benefits

Free use of Centre facilities

Partnership discounts

Career development opportunities

Qualifications

• Previous experience in managing situations requiring de-escalation or intervention.
• Strong verbal communication skills and ability to work under pressure.
• Experience with diverse community groups.

Responsibilities

• Lead and resolve difficult conversations with customers.
• Support the centre with customer interactions and de-escalation.
• Identify risks that may cause harm to staff and visitors.

Skills

Problem-solving

De-escalation techniques

Persuasive communication

Relationship building

Job description

• Use your problem-solving and de‑escalation skills to make an impact!
• Enjoy free use of Centre facilities plus a range of other benefits
• Great development pathway with multiple opportunities within Auckland Council

He angitūtanga: The opportunity

West Wave Leisure Centre is one of Auckland’s premier recreation facilities, offering a wide range of aquatic and fitness services to our diverse community. Our facility welcomes thousands of visitors each week, making it a vibrant and dynamic environment where no two days are the same!

Working as a Customer Ambassador at West Wave (Henderson), right from the first smile, you will be responsible for leading difficult conversations with customers, ensuring effective and professional frontline service to our diverse customers, and training colleagues in customer interactions and de‑escalation techniques.

Your responsibilities include

• Lead and resolve difficult conversations with customers, using excellent and persuasive oral communication skills & implement de‑escalation techniques when needed.
• Supporting the centre with difficult customer interactions and de‑escalation techniques
• Identifying HSW risks that may cause harm to Kaimahi and/or visitors, solving the problem and managing different situations
• Work along and build strong relationships with the other PL's & their functions to achieve high quality HSW outcomes

This is a permanent 12-hour part-time position.

Our centre operates 7 days a week from 5:00am to 10:00pm; reliability, and commitment to working early, late and weekend shifts are crucial, and the shift pattern may change according to the business needs.

Position Description

Customer Ambassador

He kōrero mōu: About you

We are looking for someone with previous experience in managing situations requiring de‑escalation and/or intervention, working with diverse community groups, and working under pressure in a fast‑paced environment.

To be successful in this position, you will have excellent persuasive communication skills with expertise in de‑escalation techniques, a proactive problem‑identification and‑solving mindset, and top‑notch relationship building skills.

Previous experience as a customer liaison representative, or in wellbeing or conflict management position would be advantageous.

Ngā āhuatanga kei a mātou: What we offer

You’ll have access to a range of fantastic Auckland Council benefits, including the option of a Zoo pass and a range of partnership discounts. And as a Leisure Centre employee, you will enjoy free use of the facilities.

We aim to upskill and progress your career, so if you wish to train and take on other functions within our centres such as Learn to Swim Instructor, Fitness Consultant opportunity is there!

We are committed to promoting a workplace that respects the contributions of everyone, regardless of their sexual orientation, gender identity, age, race, ethnicity, religion, disability, or background. Our goal is to pursue an inclusive environment where every individual is appreciated and empowered to express themselves at work.

Tono Mai: Apply Now!

Pay range: $57,000 - $63,000

Applications close: Wednesday 21st January 2026

Please note

• Auckland Council is committed to the protection and well‑being of children. This role is classified as a Children's Worker role under the Vulnerable Children Act 2014 and is deemed a safety‑sensitive position. As such applicants will be required to undergo police vetting and a drug test prior to commencing employment.
• This role is deemed safety sensitive and, in line with Auckland Council policy, you will be required to complete pre‑employment drug & alcohol testing.