Team Leader - Citizen & Customer Services

Christchurch City Council; Christchurch; On-site; NZD 105,000 - 117,000; Full time

Benefits offered by this job

Training programmes

Flexible working arrangements

Collaboration across organisation

Staff discounts

Job summary

Christchurch City Council in Christchurch, South Island, is seeking an experienced people leader to join our Citizen & Customer Services leadership team. You’ll lead a team of Customer Service Representatives across our Contact Centre and Service Hub network, coaching and empowering them to deliver exceptional service every day.

You’ll use data to drive performance, manage escalations, and contribute to continuous improvement across council services, while modelling an authentic,

Qualifications

• Experience leading and developing teams
• Strong communication and relationship-building skills
• Ability to lead through change
• Sound judgement and problem-solving ability

Responsibilities

• Lead, coach and develop a high-performing team
• Maintain a positive, engaged and accountable team culture
• Manage customer escalations and remove barriers for your team
• Use data and insights to improve performance and customer outcomes
• Contribute to continuous improvement initiatives and organisational change

Skills

Team leadership

Coaching and development

Communication

Change management

Data-driven decision making

Tools

CRM systems

Job description

Christchurch City Council – Christchurch, South Island

Lead people. Shape customer experiences. Help Christchurch thrive.

We're looking for an experienced people leader to join our Citizen & Customer Services leadership team.

As one of five Team Leaders, you'll lead a team of Customer Service Representatives supporting customers across our Contact Centre and Service Hub network. You'll coach, develop and empower your team, help drive operational performance, and ensure customers receive exceptional service every day.

About the role | Ko te mahi nei

• Lead, coach and develop a high-performing team
• Maintain a positive, engaged and accountable team culture
• Manage customer escalations and remove barriers for your team
• Use data and insights to improve performance and customer outcomes
• Contribute to continuous improvement initiatives and organisational change

You’ll be an authentic leader who enjoys bringing out the best in people. You’ll bring:

• Experience leading and developing teams
• Strong communication and relationship-building skills
• Confidence leading through change
• Sound judgement and problem-solving ability
• A collaborative approach and continuous improvement mindset

Every day, our teams help thousands of Christchurch residents access Council services and solve problems that matter to them. You’ll be part of a supportive leadership team, work alongside passionate people, and can make a genuine impact on both your team and our community.

If you're passionate about people, customer service and leadership, we'd love to hear from you.

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

Want to be involved in shaping your City? Here at the Council we know our strength comes from our people, working together as one team to create results. When you join us, you’re getting involved first hand, and contributing to crafting the Christchurch community. You will also benefit from:

• Access to training programmes, workshops, and development opportunities
• Flexible working arrangements - WFH, adjustable start and finish times, option to purchase extra leave.
• 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 accessibility support to apply for this role, please reach out to us at****@ccc.govt.nz

At the Christchurch City Council, we are dedicated to building a diverse, inclusive and authentic workplace.

• Hours of work - Fulltime Permanent Position
• Location - This position is primarily based at 53 Hereford STreet - Christchurch Central
• Salary-The salary band for this position goes from $105,450 - $117,167 per annum based on a 40 hour week. Starting salaries will be based on knowledge, skills and experience the successful candidate brings to the role, and relativities both, within the immediate team and in the broader organisation for the same or similar roles.
• Closing Date - 23rd September 2026

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.