Team Leader - Citizen & Customer Services

E ngā iwi, e ngā karangatanga huri noa i te motu, tēnei te mihi atu ki a koutou katoa. He īnoi tēnei ki a koe. Tono mai ki tētahi tūnga ki te Kaunihera o Ōtautahi

Lead People. Build Capability. Deliver Exceptional Customer Outcomes.

We're looking for an experienced people leader to join our Citizen & Customer Services leadership team.

As one of five Team Leaders, you'll lead a team of Customer Service Representatives across our Contact Centre and Service Hub network. This role focuses on developing people, leading performance, and delivering consistent customer outcomes across phone, digital and face-to-face channels.

About the role | Ko te mahi nei

This is first and foremost a people leadership role.

You'll be responsible for creating an engaged, accountable and high-performing team while ensuring excellent customer service outcomes.

Key responsibilities include

• Leading, coaching and developing a team of Customer Service Representatives.
• Building a positive, customer-focused team culture.
• Managing performance, supporting development and recognising success.
• Supporting employee wellbeing, engagement and capability.
• Managing customer escalations and complex enquiries.
• Monitoring service performance and driving continuous improvement.
• Using operational reporting and customer insights to improve outcomes.
• Leading teams through change and supporting workforce planning.
• Working collaboratively with other Team Leaders to deliver consistent service standards.
• About you | Ko Koe Tēnei
• You're an experienced people leader who understands that great customer outcomes come from engaged, capable and supported teams.
• You are comfortable coaching, developing, motivating and holding people accountable while creating an environment where people can thrive.

To be successful you'll have

• At least 5 years' customer service experience.
• At least3 years' experience leading and developing people.
• Proven experience coaching and managing performance.
• Experience leading customer-facing service delivery teams.
• Experience managing customer escalations and complex issues.
• Experience using performance measures and operational data to improve outcomes.
• Strong communication and relationship-building skills.
• Relevant tertiary qualification and/or significant practical leadership experience.

Highly desirable

Contact centre, service centre or multi-channel customer service leadership experience.

Workforce planning or resource management experience.

Continuous improvement experience.

Local government, public sector or community-facing service experience.

Why Join Us?

Every day our teams help Christchurch residents access Council services and solve issues that matter to them.

You'll join a supportive leadership team and have the opportunity to make a meaningful impact on both your people and the wider community.

What's in it for you? He aha ngā hua ki a koe?

In addition to a competitive salary, you'll benefit from

Flexible working arrangements.

Professional development opportunities.

Health and wellbeing benefits.

Retail discounts and employee perks.

Opportunities to work across a diverse organisation.

Additional Information | Ko ētahi atu kōrero:

At the Christchurch City Council, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with the job description, we encourage you to apply anyways.

We understand that recruitment processes can be challenging. If you require any accessibility support to apply for this role, please reach out to us at [email protected]

Hours of work - Fulltime Permanent Position

* Position - 37.5 - 40 hours per week

*Location* - This position is primarily based at 53 Hereford Street, Christchurch.

Salary - The salary band for this position goes from $105,450 - $117,167 per annum based on a 40 hour week. Starting salaries will be based on knowledge, skills and experience the successful candidate brings to the role, and relativities both, within the immediate team and in the broader organisation for the same or similar roles.

* Closing Date - 14th October 2026

* To view the Position Description - click here

Applications will be reviewed as they are received, and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date.