Team Leader LTS and Customer Support

Auckland Council; North Shore; On-site; NZD 90,000 - 120,000; Full time

Job summary

Auckland Council is seeking a Team Leader Learn to Swim and Customer Support to lead two portfolios, guiding Learn to Swim programmes and front-line customer support. You will work with the Centre Manager and leadership team to deliver safe, high-quality service, support staff, and drive continuous improvement while engaging with schools and the community.

This is a 9-month fixed-term full-time role requiring leadership of two functions, across seven days, with flexibility for early mornings,

Qualifications

• Proven Learn to Swim experience including programme delivery and learning outcomes.
• AUSTSWIM or relevant Swim Instructor qualification.
• At least four years of proven people leadership experience with evidence of leading and developing teams.
• Experience growing a business, service or operational function (e.g., increasing participation, utilisation or performance).
• Ability to translate strategic direction into practical operational initiatives and deliver measurable outcomes.
• Strong commercial and operational judgement with ability to implement improvements.

Responsibilities

• Lead, coach and develop Learn to Swim and Customer Support teams.
• Oversee safe, high-quality Learn to Swim programme delivery.
• Coordinate staffing, service delivery and priorities across both functions.
• Monitor service quality, participation and feedback; identify improvement opportunities.
• Build strong relationships with customers, whānau, schools and stakeholders.
• Contribute to centre performance, financial outcomes and continuous improvement.

Skills

Leadership

Stakeholder management

Planning & prioritisation

Strategic thinking

Relationship building

Education

AUSTSWIM or Swim Instructor qualification

Job description

He angitūtanga: The opportunity

This is a great leadership opportunity within a dynamic and unique one-of-a-kind pool and recreation facility. As Team Leader Learn to Swim and Customer Support, you will lead a dual portfolio that brings together two essential parts of the customer experience: our Learn to Swim programmes and front-line customer support services.

You will be a key member of the centre leadership team, contributing to centre-wide planning, supporting customers within the Centres recreation programmes, performance and decision-making. Working closely with the Centre Manager and the wider leadership team, you will support your people to deliver safe, welcoming and consistent experiences for customers, whānau and the wider community.

Your dual portfolio will include:

• Leading, coaching and developing the Learn to Swim and Customer Support teams
• Overseeing the safe, high-quality delivery of Learn to Swim programmes
• Coordinating staffing, service delivery and operational priorities across both functions
• Monitoring service quality, participation and customer feedback, and identifying opportunities for improvement
• Building strong relationships with customers, whānau, schools, community groups and internal stakeholders
• Contributing to centre performance, financial outcomes and continuous improvement

You will balance people leadership with operational delivery, ensuring both teams are well supported, connected and focused on creating an inclusive and enjoyable experience for every customer.

He kōrero mōu: About you

This role is suited to a proven people leader and emerging business leader who is ready to take ownership of this dual portfolio and move it forward. You will bring the Customer Support and Learn to Swim functions together around a shared focus on safe, high-quality service and positive customer experiences.

You will bring:

• Demonstrated Learn to Swim experience, including programme delivery and maintaining high-quality learning outcomes
• AUSTSWIM or relevant Swim Instructor qualification
• At least four years of proven people leadership experience, with clear evidence of leading, developing and holding teams to account
• Demonstrated experience growing a business, service or operational function, including increasing participation, utilisation or overall performance
• The ability to translate strategic direction into practical operational initiatives and deliver measurable service outcomes
• Strong commercial and operational judgement, with the ability to identify and implement improvements that strengthen performance
• Confidence contributing constructively at the leadership table beyond your own portfolio
• Demonstrated success in building and maintaining effective relationships with a range of internal and external stakeholders

You will also demonstrate:

• A clear commitment to Te Ao Māori practices and culturally responsive leadership
• Proven ability to lead through change and build team capability
• Strong planning and prioritisation skills, sound judgement in a fast-paced environment, and a practical, solutions-focused leadership approach

This is a 9-month fixed-term full-time role, 40 hours per week, rostered across seven days. Flexibility to work early mornings, evenings and weekends is required.

Ngā āhuatanga kei a mātou: What we offer

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer flexible working conditions, a focus on wellbeing and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick and are a signatory to 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.

Application closes: 16th October 2026

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 is also deemed a safety sensitive position and will require pre-employment drug testing.Appointment will be subject to a satisfactory police check.

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.