Customer Services Leader

**About us**

Mitre 10 is New Zealand’s largest home improvement retailer, with 84 stores nationwide, all independently owned. As a cooperative, Mitre 10 fosters a strong commitment to supporting local communities while providing quality products through a national network of resources, infrastructure, and expertise. Life at Mitre 10 is dynamic and fast-paced, offering plenty of opportunities to grow in a business that values innovation and customer service.

Riviera Hardware Holdings Ltd. is proud to be the largest group of Mitre 10 stores within this national network. Since our inception in 2009 with the opening of our first Mitre 10 store in Warkworth, we have expanded to include five Mitre 10 MEGA stores: Albany, New Lynn, Warkworth, Whangaparaoa, and Silverdale. Our stores are not only known for their extensive product range but also for offering a one-of-a-kind shopping experience, including Columbus Coffee cafés. Additionally, we operate a Distribution Centre and own our own Frame and Truss Manufacturing Plant, ensuring end-to-end service for both retail and trade customers.

As a Kiwi-owned company, Riviera Hardware Holdings retains the close-knit, family feel of a small business, while benefiting from the national infrastructure and support of the Mitre 10 cooperative. This balance allows us to provide exceptional service and products while maintaining our roots in the community. If you’re looking to make an impact in a business that values innovation and community, this is your opportunity

**About the Job**

Are you ready to lead a high-performing team in one of New Zealand’s largest home improvement retailers? Step up to a bigger challenge with more products, more people, and greater opportunities As part of your valuable contribution, you'll enjoy a competitive salary, ongoing training, and a range of employee benefits, including staff discounts. This is a full-time, permanent role located on-site at our Albany store. The role will involve some weekend work (likely Sunday) and late nights, with potential roster patterns from Tuesday to Saturday or Sunday to Thursday. If you have had any of these previous job titles Zone Leader, Department Leader, Team Leader, or Team Supervisor we want to hear from you

**About the role**

We’re looking for a hands-on leader who can equip our team members and specialists to deliver exceptional customer service, every time. You’ll oversee the front-end team, ensuring that service, operational standards, and tidiness within the checkout area are consistently maintained at a high level. If you are passionate about customers and have an eye for detail, then this role might be for you. You’ll ensure the front-end team is working efficiently to maintain top-tier customer service and operational standards across the checkout area and beyond.

**About you**
- You bring at least 2 years of experience in a junior to mid-management role within a retail environment, regularly leading a team.
- You're a hands-on leader with a strong operational focus and a deep understanding of supply chain processes, stock integrity, and decision-making in a fast-paced environment.
- You have excellent administrative and time management skills in both retail and leadership responsibilities.
- You’ll commit to at least one weekend day and have flexibility for early starts or late finishes, as required by our trading hours (7am-7pm in non-peak season).

**In addition to the above, you will need a high level of competence in the following areas**:

- Coaching and supporting team members to achieve required performance standards and fulfil expectations.
- Championing health and safety, ensuring safe work practices within your team.
- Championing continuous improvement within your department.