Customer Experience Shift Supervisor

Christchurch City Council; Fendalton-Waimari-Harewood Community; On-site; NZD 45,000 - 50,000; Full time

Job summary

Christchurch City Council's Recreation, Sport and Events Unit is hiring two Customer Experience Shift Supervisors to work at Jellie Park Recreation & Sports Centre. You’ll lead the team, model excellent service, maintain a safe environment and create an engaging experience for all visitors.

You’ll need supervisory or shift leadership experience, at least two years in a customer-facing role, strong interpersonal skills, calm judgement in emergencies, and confidence with Customer Management

Qualifications

• Supervisory or shift leadership experience in a service environment.
• At least 2 years in a customer-facing role.
• Excellent interpersonal skills with diverse customers.
• Calm, sound judgement in emergencies.
• Confidence using Customer Management Systems.
• Current Comprehensive First Aid Certificate (or willingness to obtain).
• Passion for community wellbeing and CCC goals.

Responsibilities

• Opening and closing the facility, ensuring safety and readiness for all customers.
• Supervising team members during shifts to maintain service standards and procedures.
• First point of contact for customer enquiries, feedback and escalations; respond promptly and respectfully.
• Provide leadership during emergencies or incidents with safe, timely responses.
• Utilise customer bookings software and systems to enhance the customer experience.
• Mentor and motivate the Customer Experience team and foster an inclusive culture.

Skills

Supervisory experience

Customer-facing experience

Interpersonal skills

Emergency response

CRM / Customer Management Systems

First Aid Certification

Education

Comprehensive First Aid Certificate

Tools

Customer Management Systems

Job description

Calling all good sorts and great sports: if you're keen to move into a role that'll get your career into great shape while doing something awesome for your community, we've got just the thing. Our Recreation, Sports and Events teams are now hiring for two Customer Experience Shift Supervisors to work at Jellie Park Recreation & Sports Centre.

At Christchurch City Council, we work together to create a city where everyone feels welcome and supported. We now have an exciting opportunity for an experienced leader who thrives in a dynamic environment and wants to make a real impact on their customers, hapori and team.

About the role | Ko te mahi nei

As a hands-on Customer Experience Shift Supervisor within the Recreation and Sports Unit based at Jellie Park Recreation & Sports Centre, you’ll help deliver on our commitment of “More People – More Active – More Often.” You’ll lead the team from the front, ensuring that every customer entering our facilities receives outstanding service, a safe environment, and an engaging experience. Your key responsibilities will include:

• Opening and closing the facility, ensuring safety, security, and readiness for all customers.
• Supervising team members during your shift to ensure service standards, operating procedures and exceptional customer experiences are consistently met.
• Being the first point of contact for customer enquiries, feedback, and escalations: responding promptly, respectfully, and in line with CCC values.
• Providing leadership during emergency situations or incidents, ensuring safe and timely responses.
• Effectively utilising the customer bookings software and other systems to provision and enhance the customer experience.
• Mentoring and motivating the Customer Experience team, contributing to a positive, inclusive team culture.

You’re passionate about people and wellbeing, and you thrive in community focused environments. As someone who leads by example, your approach to customer service is proactive, positive, and empowering. Ideally, you will bring:

• Previous supervisory or shift leadership experience, ideally in a recreation, sports, hospitality, or service environment.
• At least 2 years of experience in a customer-facing role.
• Excellent interpersonal skills with the ability to build rapport with diverse customers and colleagues.
• Sound judgement, conflict resolution skills, and the ability to respond calmly in emergencies.
• Confidence using Customer Management Systems.
• A current Comprehensive First Aid Certificate (or willingness to obtain).
• A passion for community wellbeing and a desire to contribute meaningfully to the Council’s goals.

What's in it for you? He aha ngā hua ki a koe?

Working for the Recreation, Sport and Events Unit at Christchurch City Council allows you to contribute directly to the community and make a positive impact on the lives of residents and visitors. You will also benefit from:

• Access to training programmes, workshops, and development opportunities
• Collaboration - exposure to wider areas of the organisation
• Benefits - a variety of benefits for Council staff from health schemes to retail discounts.

We understand that recruitment processes can be challenging. If you require any support or adjustments to help you put your best foot forward, please reach out to us at [e-mail]

• Hours of work:
  Position One: Friday and Monday 1.30pm-10pm and Saturday and Sunday 1pm-8.30pm: Total of 30 hours per week.
  Position Two: Tuesday to Friday 5.15am-1.45pm and Saturday 6.45am-2.15pm: Total of 39 hours per week.
• Position: Permanent, full-time.
• Location: This position is primarily based at Jellie Park Recreation & Sports Centre, 295 Ilam Road, Burnside.
• Salary: The hourly rate for this position goes from $32.52 to $36.13 per hour. Starting rates will be based on knowledge, skills and experience the successful candidate brings to the role.

Applications will be reviewed as they are received, and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date.

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