Customer Services Team Leader

Date: 07-Oct-2021

Location: South Auckland, NZ, 1010

Company: Auckland Council


  • Based at Manukau Memorial Gardens
  • Permanent, full-time position
  • Opportunity to develop a high-performing team 


He angitūtanga: The opportunity
Based at the Manukau Memorial Gardens, this is a place of beauty, reflection and remembrance for all of those that visit.
Reporting to the Manager – Cemetery Services, you will lead a team of Customer Service Representatives who are responsible for customer and stakeholder interactions and end-to-end transactions at the cemetery. 

As an on-site people leader, managing the day-to-day operation of your team, you will also be involved in:


  • Implementing best practice, process improvement and adapting internal processes for the team to follow
  • Developing a highly-engaged, high-performing team and promoting a positive working environment 
  • Working collaboratively across the Cemeteries Leadership Team to build and deliver consistent, excellent customer service
  • Creating and building strong relationships with key stakeholders in your area
  • Induction and ongoing training of your team
  • Maintaining a strong working relationship with the operational team of Sextons through regular liaison with the Head Sexton


Leadership experience is essential, as well as a passion for our customers and our diverse communities. We are looking for a resilient, empathetic and solutions-focused individual with the ability to motivate the team and think on your feet, often under challenging conditions.
He kōrero mōu: About you
This role would suit someone with proven experience managing a customer-facing team, with a passion for bringing out the best in your people and who enjoys building relationships across a diverse range of internal and external stakeholders.  
Key things we will look for include:


  • Strong written and verbal communication skills
  • Excellent emotional quotient: the ability to create rapport quickly, resilience and empathy
  • Excited by multi-tasking, juggling, and the ability to prioritise quickly under pressure
  • Innovative problem-solver
  • The ability to “muck in” and lead by example – helping others, being a self-motivated team player and proactively helping out

This is a challenging yet rewarding role where you must be passionate about coaching, driving positive change and developing an amazing team culture!
Knowledge of working with Treaty Partners and a knowledge of Te Ao and Te Reo Maori would be advantageous.  


Ngā āhuatanga kei a mātou: What we offer
In return you’ll be surrounded by a passionate and proactive team who are eager to support the community around them.  You will have scope to implement and suggest innovation and processes that will improve the service our customers and stakeholders receive and know that you are leading a team that make a huge difference to people in their time of greatest need. 
If your passion lies with the community, helping people and customer service, apply now.
Applications close Sunday, 31st October 2021


This role is deemed safety sensitive and in line with Auckland Council policy, you will be required to complete pre-employment drug and alcohol testing.  

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.