On-site Team Lead, Customer Support & Front Desk

Auckland Council Group; Hibiscus Coast; On-site; NZD 75,000 - 85,000; Full time

Benefits offered by this job

Annual zoo pass

Partnership discounts

Free use of leisure centre facilities

Job summary

Auckland Council in Auckland is seeking aTeam Leader Customer Support at Lloyd Elsmore Park to lead the front-of-house customer support at the pool and leisure centre. This is a people leadership role with responsibility for guiding a customer-facing team to deliver a high standard of service across the site.

You will set service standards, coach staff, manage performance, and coordinate daily operations. Working with the Centre Manager and leadership team, you will ensure a responsive,

Qualifications

• Proven people leadership experience, including coaching, performance management, and building team capability.
• Exceptional customer service skills and experience managing customer concerns, complaints, or challenging situations, ideally in a high-volume, public-facing environment.
• The ability to set clear expectations and lift consistency, accountability, and service standards.
• Sound operational judgement and the ability to respond calmly and effectively in a fast-paced, complex environment.
• Confidence working as part of a wider centre leadership team, positively contributing beyond your own function.
• Strong relationship management skills and the ability to work effectively with a wide range of internal and external stakeholders.
• Initiative to identify issues, improve ways of working, and strengthen the overall customer experience.

Responsibilities

• Leadership of the Customer Support team
• Implementing front-of-house service standards and excellent customer and public experience
• Uplifting team performance, development, and accountability
• Day-to-day operational coordination of the function
• Supporting consistent systems, processes, and service delivery across the centre
• Contributing to centre-wide leadership, planning, and problem-solving

Skills

People leadership

Customer service

Operational judgement

Stakeholder management

Communication

Planning & organisation

Job description

Auckland Council in Auckland is seeking aTeam Leader Customer Support at Lloyd Elsmore Park to lead the front-of-house customer support at the pool and leisure centre. This is a people leadership role with responsibility for guiding a customer-facing team to deliver a high standard of service across the site.

You will set service standards, coach staff, manage performance, and coordinate daily operations. Working with the Centre Manager and leadership team, you will ensure a responsive,