Customer Service Team Leader

Auckland Airport; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

Auckland Airport is seeking an experienced Customer Service Team Leader to provide leadership, supervision and development to the frontline Customer Service team at AKL. This role requires working a 24/7 shift roster to meet operational needs and deliver our service principles.

You will coach coordinators and assistants, collaborate with stakeholders, and ensure coverage for concierge services while driving continuous improvement and customer-focused outcomes.

Qualifications

• 5+ years of Customer Service experience.
• Proven experience leading a team.
• Current full driver’s license and reliable transport.
• Physically fit (ability to lift luggage of +20kgs) and able to stand for 8+ hour shifts.
• Ability to use electronic resources such as a tablets and mobile technology.
• Demonstrable autonomy and ability to self-lead.
• Passionate about delivering a customer focused service.
• Highly motivated with a very positive outlook.
• Good written and verbal communication.
• Ability to speak more than one language will be highly valued.
• Able to work as an individual and as a team player with the ability to multi-task and work under pressure.
• Exemplary high standards of reliability and integrity.

Responsibilities

• Lead and supervise the frontline Customer Service team on a 24/7 roster.
• Provide coaching, development, and support to coordinators and assistants.
• Collaborate with stakeholders to manage daily operations and incidents.
• Ensure coverage for Concierge services and service delivery.
• Support terminal and facilities in meeting design and standards.
• Provide leave cover for the Manager Customer Service Team.
• Assist with on‑the‑job learning and development.
• Identify opportunities for process improvements and efficiency gains.

Skills

Leadership

Customer service

Communication

Multitasking

Languages

Job description

What you will be doing

We are looking for an experienced Customer Service Team Leader to join our Customer Service team at Auckland Airport (AKL). We are committed to ensuring all our customers have an exceptional experience through the execution of our Company Values. As a Customer Service Team Leader, you will provide strong leadership, supervision, development, and support to the frontline Customer Service team. You will be required to work on a 24/7 shift roster pattern to cover operational demands at Auckland Airport.

• Seeking a dynamic leader who can lead by example, while coaching and mentoring our coordinators and assistants to deliver an exceptional passenger experience.
• Be an effective communicator, skilled at collaborating with stakeholders to manage daily operations seamlessly, while responding quickly and calmly to unplanned incidents or events.
• Thrive in a fast-paced, ever-changing environment with major infrastructure development at Auckland Airport, showing a willingness to learn and adapt to change management.
• Lead and supervise the shift team on the day, ensuring accurate circuit rosters are available and the team are well supported in the Service Delivery and Service Principles
• Ensure staff shortages and unplanned leave is covered in co-ordination with the Manager Customer Service Team
• Ensure coverage for all booked Concierge services and provide leadership and guidance when required for the delivery of these services
• Assist the Manager Customer Service Team in ensuring our terminal and facilities always meet our design and terminal standards
• Provide leave cover for the Manager Customer Service Team as and when required
• Working alongside the Manager Customer Service Team and the Operations and
• Customer Service Trainer, provide on the job learning and development individualised to each team members’ needs
• Identify opportunities for continuous improvement of processes and procedures, and together with the Manager Customer Service Team and peers, drive optimisation and efficiencies within the system
• Provide assistance to all airport guests which includes, but not limited to, providing a helping hand, lifting and carrying of luggage, pushing of baggage trolleys, and being able to ‘surprise and delight’ our guests
• Provide information to all airport guests and visitors, ensuring all information provided is up to date and relevant
• Assist when required with operational requests which may include lifting and carrying of stanchions throughout the terminal buildings, setting up queuing configurations in disrupt situations, moving digital signage around the terminal buildings and assisting with crowd management.

What you will bring to the role

At Auckland Airport, we are a busy hive of activity, and a lot of what we look for is how you would align with our AKL values All In | Tātou tatou – How we feel, Know How | Kōkiri Tahi – How we think and Let’s Go | Karawhiua – How we act.

To ensure your success in this role, you will need:

• 5+ years Customer Service experience.
• Proven experience leading a team.
• Current full driver’s license and reliable transport.
• Physically fit (ability to lift luggage of +20kgs) and able to stand for 8+ hour shifts.
• Ability to use electronic resources such as a tablets and mobile technology.
• Demonstrable autonomy and ability to self-lead.
• Passionate about delivering a customer focused service.
• Highly motivated with a very positive outlook.
• Good written and verbal communication.
• Ability to speak more than one language will be highly valued.
• Able to work as an individual and as a team player with the ability to multi-task and work under pressure.
• Exemplary high standards of reliability and integrity.

About us

From the arrival of the Tainui Waka into the Manukau Harbour, Auckland Airport has always been a place of journeys. We stand proudly as the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors who back us along the way. We have ambitions to be a global hub and a comprehensive development programme to deliver this vision. With so many moving parts to keep the airport precinct running, it’s our collaboration and passion that keeps everything together. This is what our culture and heritage have been built on. When you work with us, you’ll share our ambition to be a great New Zealand business, and one that’s making a strong contribution to the wellbeing of our communities and economy.

E mahi ana mātou mō Aotearoa. We are working for New Zealand.

Auckland Airport is more than just a business. It’s a truly unique place with an important role to play in New Zealand’s recovery. Together we’re its custodians, knowing that the work we do has the power to create positive change for our customers, the community, the environment and for the prosperity of Aotearoa. We’re all about creating a sense of place where everyone can thrive, and one where others aspire to work. We’re a diverse and inclusive workplace and welcome people from all walks of life.

Whiria te tangata. Our values weave us together. They’re what we stand for, who we are and how we act.

It’s our collaboration and passion that keep everything together. This is what our culture and heritage have been built on. When you work with us, you’ll share our ambition to be a great New Zealand business, and one that’s making a strong contribution to the wellbeing of our communities and economy.