Customer Experience Lead - Venues and Events

Selwyn District Council; Rolleston; On-site; NZD 75,000 - 105,000; Full time

Benefits offered by this job

Work-life balance

Career development

3 days leave

Partners Leave

Sick leave from day one

Discounts

Job summary

Selwyn District Council in Rolleston, New Zealand, seeks a Customer Experience Lead for Venues and Events to drive service excellence across 23 venues. You will report to the Head of Venues and Events and collaborate with three operations managers to push performance, improvements and outcomes.

This full-time role requires proven leadership in customer experience, a relevant qualification, strong record-keeping, and the ability to plan, implement and monitor initiatives while engaging with

Qualifications

• Experience leading customer service teams and initiatives.
• Ability to monitor performance data and report findings.
• Experience in venues/events or local government context preferred.

Responsibilities

• Lead regular statistics and formal reporting processes.
• Plan, manage and implement customer experience initiatives.
• Coordinate venue and events team marketing and relationships with businesses.
• Collaborate with Head of Venues and Events and Operations Managers.
• Be willing to assist on weekends and evenings when needed.

Skills

Customer service leadership

Stakeholder engagement

Performance monitoring

Education

Tertiary qualification

Job description

See more about the role below, including the responsibilities and skills we are looking for.

Customer Experience Lead - Venues and Events

Rolleston, New Zealand

Reference: 6943721

About the role:

Have you had successful experience in leading and in transforming customer experience? We are looking for an experienced Customer Experience leader to work within Selwyn Council's Venues and Events team. In this newly established role, you would work closely with the Head of Venues and Events and with the three Operations Managers to successfully lead the operation of 23 venues across the Selwyn District.

This is a full-time, 40 hours per week, role and would be ideal for someone who has relevant industry experience and is results driven, outcomes focused, and who is determined to make a positive difference within our urban and rural communities.

We're looking for someone who can monitor performance, be curious about trends, and seek out and attract opportunities. With potential facilities' users always at front of mind, the Customer Experience Lead will be someone who can notice when improvement is needed, can visualize what change could look like, can bring others along with the idea, and then can plan, project manage and implement new initiatives and opportunities. If you're good at this job, you'll be taking the whole team along on the customer experience journey with you. Better still, if you're used to partnering with others to achieve positive results - we'd love to hear from you.

The role also has some key responsibilities such as:

• Leading the regular statistics and formal reporting process.
• Being able to step in and help on weekends and evenings if needed.
• Leading reviews of procedures and liaising with colleagues on building and grounds repairs, maintenance, and contracts.
• Seeking, collating, and reporting of feedback received in relation to all facilities.
• Coordinating the Venue and Events team's marketing.
• Building relationships with businesses to promote the facilities available.
• Managing the documentation and reporting associated with sponsorship.

About you:

You will have had strong and successful experience working in a customer service leadership role and you will have completed a relevant tertiary qualification. You'll be familiar with venues and events and will have skills and experience that can easily be transferred to this local government results-driven environment. We're looking for outstanding record keeping skills, administration practices, research skills and the ability to write effectively. You'll enjoy communicating to a variety of audiences and are able to adapt your style accordingly. Importantly, you'll enjoy change, new opportunities and leading performance improvement.

What we can offer:

• Great work-life balance with flexibility
• Career coaching and development
• Three days additional paid leave
• Two weeks paid Partners Leave
• Sick leave from day one
• Discounts with local and national businesses

About us:

Selwyn is one of the fastest-growing districts in New Zealand. We have a fantastic quality of life, great communities, and a thriving economy. Our Council works actively with residents to provide the services and facilities that help our communities to thrive and grow.

Our values are important to us and represent the way we work: Be a good human Be brave - Think differently Better together- Make it happen for Selwyn.

We honour Te Tiriti o Waitangi and we are committed to working with our Treaty partner to deliver on our obligations under Te Tiriti o Waitangi.

If you'd like to play a part in making Selwyn the best place to live, work and play, join us today!

Selwyn is the best place to live, work and play.

This Is Selwyn

Our values are important to all of us and represent the way we work. They underpin our friendly and innovative culture.