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Customer Services Lead X2

2 weeks ago

Lower Hutt, New Zealand Hutt City Council Full time

Lead the front of house team at Te Ngaengae Pool + Fitness or Huia Pool + Fitness.
- Deliver exceptional experiences for swimmers, members and whānau.
- Champion continuous improvement across bookings, cash handling and retail operations.

**About the role**

As a Customer Services Team Lead, you will provide positive, day to day leadership of our front of house team, ensuring a consistently high standard of service and a warm welcome for every visitor. You will:

- Build capability, coach performance and foster teamwork to deliver service standards.
- Oversee bookings and scheduling, ensuring accurate facility programming and timely invoicing/AR processes for regular and one off hirers (including schools).
- Maintain best practice cash controls and stock reconciliation, preparing daily banking as required.
- Lead retail operations (stock purchasing, merchandising and monthly stocktakes), and ensure staff can confidently advise customers.
- Collaborate across the facility—supporting events and programmes—and work closely with the Facility Manager and Operations Lead on rosters and procedures.
- Champion customer experience, continuous improvement, and effective stakeholder engagement.
- Promote wellbeing and safety and contribute to emergency preparedness and risk management.

**About you**

You’re an experienced customer service leader who sets the tone for great service and enjoys developing people. You’ll bring:

- A current First Aid certificate.
- Strong experience in customer service environments and confidence with computers and in house systems (including Envibe and Council platforms).
- Excellent written and verbal communication, sound judgement, and the ability to resolve conflict constructively.
- The agility to prioritise, multitask and maintain service quality in a busy, public facing environment; basic knowledge of pool operations is an advantage.

It would be great if you also have:

- Leadership experience in an aquatic facility.
- A qualification equivalent to a Diploma in business/commerce or related discipline.

**About us**

Kia noho mai tēnei tāone hei pou herenga waka, hei pou herenga kaupapa, hei wāhi whai hua ki hōna iwi. At Hutt City Council our vision is to build a connected, resilient and inclusive city where all of our people thrive. We live our values of Manaakitanga (show you care), Kotahitanga (be connected) and Rangatiratanga (have courage), partnering with Mana Whenua to support neighbourhoods to be more connected, healthy and resilient.

**Why join us**

Working at Hutt City Council means your mahi has real impact for Te Awa Kairangi ki Tai Lower Hutt. You’ll be supported to learn and grow, and to role model our values every day. Tūhono mai. Come join us at Hutt City Council.

**Applications close Sunday 11 January 2026 at 11:55pm.**

**Job Details**:

- Reference #- 26946-
- Posted on- 19 Dec 2025-
- Closes on- 11 Jan 2026 23:55-
- Expertise- Community, Customer service and contact centre, Leadership, Pools / aquatic centres-
- Work type(s)- Permanent full-time