Team Leader Customer Support | Lloyd Elsmore Park (Highland Park)

Auckland Council; 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

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Team Leader Customer Support | Lloyd Elsmore Park (Highland Park)

Team Leader Customer Support | Lloyd Elsmore Park (Highland Park)

As Team Leader Customer Support, you will lead the front-of-house customer support function at Lloyd Elsmore Park Pool and Leisure Centre. This is a people leadership role first and foremost, with responsibility for leading a customer-facing team that shapes the day-to-day experience of everyone who walks through the door.

You will play a key role in setting the tone for service, lifting consistency, and ensuring the front-of-house function operates with professionalism, responsiveness, and strong customer focus. This includes day-to-day leadership of team members, performance management, training, development, and leave oversight for staff based primarily at the centre.

This role is more than roster and desk management. You will be part of the wider centre leadership team, contributing to centre-wide performance, operational coordination, and the delivery of a high-quality customer experience across the site.

You will work closely with the Centre Manager and wider leadership team to ensure the customer support function is well-led, well-organised, and aligned to the needs of a busy seven-day operation.

Key areas of responsibility include:

• 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

This is a full-time, on-site, permanent opportunity, working 40 hours per week. The centre operates across 7 days, 5:30am to 9:00pm most days, and this role may be required to work across all days and hours of operation. Flexibilityto work a variety of shifts and hours, including early mornings, evenings, weekends, and public/school holidays is essential for this role.

This role will suit a capable people leader with strong customer service judgement and the confidence to lead a front-facing team in a busy operational environment.

You will bring:

• 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

You will also demonstrate:

• A practical and steady leadership style
• Excellent communication, planning, organisation, and prioritisation skills
• A strong sense of ownership and follow-through
• A genuine commitment to leading people well and delivering quality service for a diverse range of people from the community

Preferred but not mandatory:

• A current First Aid Certificate (you must be willing to obtain one if not currently held)

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.8 million Aucklanders. We offer a strong focus on wellbeing, ongoing development, and a culture of continuous improvement.

As part of our organisation, you will also have access to a range of Auckland Council benefits, including an annual zoo pass, partnership discounts, and free use of our leisure centre facilities.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive.

Together, we can create a Tāmaki Makaurau we can all be proud of.

View a snapshot of some of our discounts and partnership benefits here .

You can find the position description here.

Salary Range: $75,000 – $85,000 (our employer KiwiSaver contribution is in addition to the base salary offered).

Applications close on Monday 28 September 2026 at 11:59pm.

Auckland Council is committed to the protection and wellbeing of children.This role is classified as a Children's Worker role under the Vulnerable Children Act 2014. As such, applicants will be required to undergo police vetting prior to commencing employment. This position also is deemed a safety sensitive position and will require pre-employment drug testing.Appointment will be subject to satisfactory pre-employment checks.

Auckland Council is an equal opportunity employer (EOE). We serve the diverse communities of Tāmaki Makaurau and welcome applications from people of all backgrounds, including our Rainbow, disabled, and neurodivergent communities. We are committed to providing a work environment that embraces and values diversity and inclusion, and to making our hiring process accessible to everyone. If you need any support or adjustments at any stage, please let us know or note this in your application.