Customer Service Representative

Job Description

Te Whiwhinga mahi | The opportunity

We are seeking a part-time Customer Service Representative to contribute to the quality of the campus experience for our members. You will do this by facilitating an excellent customer experience and supporting daily operations in Hiwa our state-of-the-art Recreation Centre, located in central Auckland (Symonds Street) a hub for sport, health and wellbeing for our students and communities.

You'll serve as the first point of contact for all visitors to Hiwa, providing exceptional friendly and professional service to our members. We have a busy reception desk, so you'll need to be able to juggle and prioritise member requests with ease. You'll be comfortable with managing multiple tasks, from supporting members with how to use our web portal, troubleshooting our high-tech lockers, through to selling memberships.

Your responsibilities will include:

• Ensuring members have a fantastic experience
• Responding to customer enquiries through multiple channels (in person, phone)
• Supporting events coming through reception
• Assisting with light admin duties and operations in the evenings, such as overseeing court set up/pack down.

This is a part-time (22.5 hours per week), permanent position. The salary range for this role is $51,000 to $56,000 per annum(pro-rated for part time), negotiable depending on skills and experience.

This rostered part-time role is shared between employees. There is often flexibility on your roster, but the usual shifts are three 7.5-hour days, scheduled as either:

Shift 1) Thursday and Friday with rostered hours of 12:00 PM - 8:00 PM, inclusive of 30min unpaid lunch period, and Saturday a daytime shift with flexible start and end times.

Shift 2) Monday, Tuesday and Wednesday with rostered hours of 12:00 PM - 8:00 PM, inclusive of 30min unpaid lunch period.

A full description of your duties and the role are provided in the position description linked HERE.

He kōrero mōū | About you

You are a service champion dedicated to meeting our members' needs, actively providing support, voicing their feedback, and helping to shape improvements to their overall experience. You must be able to remain calm under pressure while providing effective leadership and guidance to the casual staff working at the reception desk.

You possess proven customer-facing administration experience (such as a receptionist or office support, hospitality or retail role), excellent service skills, and a strong attention to detail. Crucially, you are tech-savvy and genuinely enjoy working with people. Experience in a recreation environment or a relevant sport qualification would be an asset.

You will be looking for long-term part-time work and be happy to work weekends.

E rapua ana mātou | We are seeking

• Proven Customer-Facing Admin Experience: A background working in a customer service and administrative capacity, such as a receptionist or office support, retail or hospitality.
• Service Skills: Able to provide engaging, professional, and consistent levels of customer service and experience to our members.
• Recreation Environment Experience (Preferred): Prior experience working in a sports or recreation facility and/or possessing a relevant sports related qualification.
• Current First Aid Certification (Preferred): While preferred, we are happy to provide the necessary training for the right candidate.

Ngā āhuatanga kei a mātou | What we offer

Waipapa Taumata Rau | The University of Auckland is New Zealand's leading university. We employ more than 5400 academic and professional staff to support over 41,000 students making us one of NZ's largest employers.

We cultivate an environment that supports your growth and rewards excellence with a range of excellent benefits, including:

• Competitive salary and five weeks of annual leave.
• Superannuation/KiwiSaver matching up to 6.75%
• Free Membership to Hiwa, our Sports and Recreation Centre
• Leading and inclusive parental leave options.
• Career development programmes and discounted on-site amenities.

Me pēhea te tuku tono | How to apply

Please submit your application online by the closing date of Friday, 28 November 2025. We may close the advert early if we have a high volume of applicants, so apply as soon as possible.

Your application should include:

• A brief Cover Letter explaining why you're interested in this role and how your skills match the requirements.
• Your updated CV.

For a confidential discussion, you are welcome to contact Jessica Bolwerk (Customer Experience Team Leader) at

Additional Information

Equity

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive, and equitable environment. For further information on services for Māori, Pacific, women, LGBTQIATakatāpuiMVPFAFF+, people with disabilities, parenting support, flexible work and other personal circumstances go to