Customer Care Centre Lead

It’s fun to work at The Y!

The Y North is looking for a Centre Lead - Customer Care to lead the frontline customer experience across Lagoon Pool & Leisure Centre and Lagoon Stadium. This is a hands-on people leadership role for someone who enjoys being visible with customers and the team, while also taking clear accountability for service-line performance, team productivity and day-to-day results. Reporting to the Centre Manager, you will lead the customer care team across the Pool and Stadium and work alongside the other Centre Leads. You will be accountable for the team's agreed customer, conversion and retention outcomes, deploy the team within approved staffing settings, and use basic customer and workforce data to respond to demand.

What will you be doing?

Manage the customer care team, including one-to-ones, coaching, performance, wellbeing, rostering and leave coordination.

Work as a visible frontline leader and regularly provide direct customer service across enquiries, memberships, bookings and day-to-day front-of-house activity.

Be accountable for the team's performance against agreed conversion, sales, membership, enrolment, retention and customer-service measures, taking action when results are off track.

Deploy the customer care team efficiently against service demand within approved staffing hours and workforce settings, escalating material capacity or productivity issues to the Centre Manager.

Use basic customer and workforce information - including enquiries, conversion, complaints, retention, attendance/customer demand and roster demand - to identify trends and adjust day-to-day delivery.

Handle escalated complaints and difficult customer situations calmly and professionally, and coach the team on service recovery and effective customer conversations.

Maintain accurate use of membership, booking, point-of-sale and rostering systems, strong data quality, and sound cash handling, till reconciliation, receipting and security controls.

Lead customer-care safeguarding, safety, emergency and incident responsibilities and ensure concerns are documented and escalated correctly.

Work closely with the Centre Manager and peer Centre Leads to improve the customer journey, resolve operational friction and deliver a consistent whole-site experience.

What experience/skills do you need?

Demonstrated experience leading or supervising a customer-facing team; two or more years is preferred, but strong frontline leaders ready for their next step are encouraged to apply.

A track record of improving measurable customer or team outcomes such as conversion, sales, membership, enrolment, retention or service performance.

Experience rostering and deploying a frontline team against customer demand within approved staffing hours, with the judgement to identify and escalate capacity or productivity issues.

The ability to coach people, set clear expectations and give constructive feedback that improves performance and accountability.

Strong customer service skills and confidence handling complaints, difficult conversations and service recovery professionally.

Confidence using membership, booking, point-of-sale and rostering systems, and interpreting basic customer and workforce information to guide day-to-day decisions.

Good administration and financial-control skills, including cash handling, reconciliation, accurate transactions, record keeping and attention to data quality.

Sound judgement around H&S, safeguarding, security and escalation, plus a current First Aid Certificate or the ability to obtain and maintain one.

Clear communication, strong organisation and a collaborative approach with customers, the Centre Manager, peer Centre Leads and support teams - with the confidence to own service-line decisions and escalate broader business or resource matters.

What The Y offers:

Free gym membership and discounts on The Y services e.g. childcare, holiday programmes, sports leagues, etc.

Professional development, career advancement and safeguarding training

Working in a community-focused environment

About The Y:

As a not-for profit, everything we do each day has a positive impact, and we have fun doing it! We believe in the power of inspired and connected communities, where people feel safe and are motivated to reach their full potential. Our values of Caring, Respect, Honesty and Responsibility are at the core of our culture and the valued connections and friendships you’ll build here are lifelong. The Y employees and careers represent many lifestyles and reflect the diversity of the communities we serve, with jobs and hours to suit everyone’s stage of life from 14-70+. Our varied services and activities offer a wide range of career pathways where your development will be supported to help you reach your career goals. Our STAR Awards, Outward Bound scholarship opportunities, and long service recognition reward your contribution. We have benefits to suit your lifestyle, with access to free counselling, free annual flu vaccinations, free gym membership for all employees, and discounts for our services such as early learning centres, before and after school care, camps, swim school and sports leagues.

All applicants must:

Currently hold the right to work in New Zealand and currently be in New Zealand.

* Return a satisfactory Police Vet before commencement of employment.

The Y North is committed to the safeguarding of children and young people in our care, and it is our expectation that all staff will operate in a way that reflects this intent. Staff will be required to attend Safeguarding workshops, trainings and online modules to comply with The Y North Safeguarding Children and Young People Policy.