Customer Experience Team Leader

1 week ago

Christchurch, New Zealand Christchurch City Council Full time

Calling all good sorts and great sports: if you're keen to move into a role that'll get your career into great shape while doing something awesome for your community, we've got just the thing. Our Recreation, Sports and Events teams are hiring now for an Customer Experience Team Leader at Parakiore Recreation and Sports Centre, our newest facility._

**About the role | Ko te mahi nei**

The Customer Experience Team Leader is responsible for leading the delivery of world-class service and engaging customer experience by ensuring service standards and operating procedures are in place and followed, fostering team confidence and a can-do attitude.

This also includes:

- Understanding customer needs to assist in the development and implementation of the customer journey end-to-end processes and initiatives that increase participation, increase revenue and lower operating costs.
- Contributing to day-to-day centre leadership and managing site specific health and safety or emergency situations and escalated customer interactions.
- Supporting the Manager Customer Experience Centres to achieve customer satisfaction and service standard Key Performance Indicators that encourages ongoing member participation and growth.
- Fostering a strong sense of community and connection within the facility, creating a supportive space where both kaimahi and customers feel a sense of belonging, familiarity, and motivation to stay engaged.
- Developing the capability of Customer Experience staff through ongoing upskilling, mentoring, and training.
- Being a champion of our membership software system and standard operating procedures
- Stay on top of stock management—think ordering, stocktakes, and keeping shelves full.

**About you | Ko Koe Tēnei**

To be successful in this role you will have:

- A qualification in business, hospitality or the recreation industry (min National Certificate Level 4)
- A genuine passion for service excellence and continuous improvement
- Proven experience working in a high-volume, high-pressure customer service environment
- Demonstrated ability to lead, inspire, and influence a team to deliver exceptional or world-class service
- Strong relationship building skills, with excellent attention to detail, organisation, and time management.
- You will need to collaborate effectively within the team and foster a culture of unity across the facility. This will be crucial in ensuring the facility operates efficiently.

**Parakiore Recreation and Sports Centre**:
E kā mauka whakahī e tū nei, e kā awa kōpikopiko e rere nei i te nuku o te whenua, nei rā te reo maioha ki a koutou katoa. Nau mai, tauti mai ki te whare o Parakiore; The name Parakiore has been gifted by Te Ngāi Tūāhuriri Rūnanga and fits perfectly as the name of the Christchurch City Council's newest facility, the Parakiore Recreation and Sports Centre. Parakiore was a Ngāi Tūāhuriri hero renowned for his resilience, determination and agility.

**Additional Information | Ko ētahi atu kōrero**:

- ** Hours of work**:Monday to Friday, with some weekend work required as needed.
- ** Position**:Full-time, permanent.
- ** Location**: This role will be based at Parakiore Recreation and Sports Centre, 50 St Asaph Street. However, during the establishment phase, you will work from Te Hononga Civic Offices, 53 Hereford Street, and across our network of facilities.
- To view a copy of the position description, click the link at the bottom of the page.

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