Customer Service Advisor

Customer Service Advisor – Queenstown

Live, work and play in Aotearoa New Zealand’s most spectacular setting.

No two days at Queenstown Lakes District Council are the same.  Every day we provide services, facilities and programmes essential to the health and wellbeing of our people and environment, while stepping up to the challenges and opportunities that come with being New Zealand’s fastest growing territorial authority.

We’re proud to be QLDC.  Our people are motivated by a shared purpose driven by care, connection and community.  All our roles are at the heart of a dynamic and diverse set of communities where you will be making a genuine difference every day.  Join us.

We’re looking for a Customer Service Advisor to join our highly motivated Queenstown-based team on a 6-month fixed-term contract, helping us deliver exceptional service to our community.

What you’ll be doing / He aha te mahi

As the first point of contact for our customers, you will play a pivotal role in delivering exceptional service, providing high-quality information and offering guidance on all aspects of Council’s operations. You’ll handle a diverse range of enquiries where no two interactions are the same, championing positive customer experiences within our community.

The role will involve:

Managing customer enquiries across counter, phone and email, providing comprehensive and accurate information and advice, and efficiently directing customers to internal subject matter experts where needed.

Applying de-escalation techniques to handle difficult conversations, and managing customers through the complaint process to ensure they are followed up in a satisfactory way.

Acting as an advocate for customers within QLDC, ensuring their needs are represented across internal teams.

Using multiple software systems, including GIS mapping, our Request for Service (RFS) system, Microsoft Office suite, booking platforms and website portals, and assisting customers to navigate Council’s online self-service options.

Responding to correspondence and contacting contractors for urgent works as required.

Receipting cash and EFTPOS payments, completing till and daily banking activities, and booking Council resources such as vehicles, equipment, Pigeon Island huts and meeting rooms.

What you’ll bring to the role / Ko wai to Pukeka

Our ideal candidate will have a minimum of 3 years’ experience in a customer service, call centre or administration role with a significant amount of customer service work. You will be highly organised with an excellent eye for detail, and convey a professional and positive image with a courteous and efficient manner.

To best succeed in this role, you’ll have:

A tertiary qualification is highly desirable, with customer service/experience certifications highly regarded.

Demonstrated experience in a range of desktop applications, including Microsoft Office.

Proven ability to build effective relationships with customers and across internal teams, gaining trust and respect and championing customer-focused outcomes.

Experience in effectively managing contractor communication, particularly for urgent issues raised at the first point of contact.

Demonstrated ability to use initiative and prioritise work effectively under pressure, remaining composed through difficult or stressful situations.

Well-developed written and verbal communication skills, and excellent interpersonal skills – you relate well to all kinds of people.

What we offer / Ko a matou whakaratoka

We are proud to offer a comprehensive benefits package that supports your health, wellbeing, and professional growth, including:

Discounted membership to our health and fitness facilities

Genuine commitment to your training and career development

* Hybrid working practices

To apply, please follow the link and apply online with your CV and Cover Letter. Please direct any questions to Amy Lovering, Customer Service Team Leader, on [email protected]

Applications close: Friday, 13 November 2026

Please note we will review and process applications as they come through; we encourage your early application.