Customer Service Supervisor

4 days ago

Wellington City, New Zealand StraitNZ Full time

**Join the team at Bluebridge Cook Strait Ferries**

Since we first set sail in 2002, Bluebridge Cook Strait Ferries has been committed to providing unique and memorable sailing experiences. As part of StraitNZ, a growing organization with over 450 employees, we pride ourselves on delivering exceptional service to our passengers.

**About the Role**
This is no ordinary job Our Terminal Supervisors are the face of Bluebridge, creating a welcoming and exciting experience for our passengers from the moment they book their journey.

As a 24/7 operation, we require team members who can work various shifts, including early mornings, late nights, weekends, and public holidays. This is a full-time, permanent position based at our Wellington Passenger Terminal, reporting to the Passenger Terminal Operations Manager.

**What You’ll Be Doing**
As a Terminal Supervisor, you’ll lead a team of Customer Service Representatives and ensure smooth terminal operations.

**Your key responsibilities will include**:
Team Leadership & Operations
- Supervise and support Customer Service Representatives
- Assign daily tasks to staff for each sailing
- Ensure smooth security procedures for opening and closing the terminal
- Manage shift reconciliation sheets, cash float, and banking processes
- Optimise staff utilization

Customer Service & Administration
- Process bookings, confirmations, and quotations
- Assist with customer check-in and vehicle marshalling
- Ensure office supplies are stocked and daily cleaning is maintained

Hands-on Responsibilities
- Assist with docking ship lines (team training provided - physical fitness required)
- Handle cash transactions and drive passenger vehicles as needed

**What We Offer**
- Competitive hourly rate
- Kiwisaver employer contribution matched up to 8%
- Generous staff travel benefits for you, your family, and friends
- Free Southern Cross health care plan
- Annual fitness/wellbeing contribution
- Full uniform & high-quality Personal Protective Equipment
- Extensive training & upskilling opportunities (e.g., first aid, conflict management, customer care)
- Career progression opportunities within the customer-facing team and wider organization

**Who We’re Looking For**

You’ll also need:

- Experience in a supervisory, team leader, or management role
- Previous customer service or hospitality experience
- A full, clean driver’s license (or a restricted license if close to full)
- Strong problem-solving skills and the ability to stay calm under pressure
- Reliability and long-term commitment to growing with our business
- Reliable transport to and from work
- Experience in an operational environment; transport or tourism is preferred.

Additional Information
- Applicants must currently reside in New Zealand and hold a valid NZ open work visa or residency.

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