"Customer Experience Team Leader"

Auckland, New Zealand

Full-time

Contract Type: Permanent

Campus: Newmarket Campus

Position Number: 55573016

UoA Department Name: Sports and Recreation

Job Description

Waipapa Taumata Rau | The University of Auckland is New Zealand’s leading university and one of the world’s major research universities. We employ over 6000 academic and professional staff to support the success of 41,000+ students. 

Employment Income | The opportunity

We are excited to announce the opening of our state-of-the-art Recreation Centre in late 2024, a hub for sport, health and wellbeing on our campus. As we embark on this new chapter, we seek an innovative Customer Experience Team Leader for a newly created role.    

As a Customer Experience Team Leader, you will play a pivotal role in enhancing our digital and in-person student experience through outstanding customer service initiatives, technology use, and the member experience for 20,000 users. You will lead, train and mentor a team of dedicated customer service staff, driving continuous improvement in service quality and customer satisfaction. 

You will also be confident in developing process documentation and standards ensuring all members have a positive and inclusive experience with the following key responsibilities:

• Team Management: Provide leadership, support, and mentoring to customer service staff to deliver top-tier customer service
• Innovation and Technology Management: Oversee and stay ahead of technology that supports customer experience 
• Continuous Improvement: Maintain and manage customer service processes, regularly reviewing and updating them to enhance service quality
• Customer Service Excellence: Ensure all our users have a positive interaction with Sport and Recreation services.

For more information about the role, please view the position description, and to learn about new Recreation Centre, please visit our website.  

This is a full-time (37.5 hrs/week), permanent, on-site role working Monday to Friday The salary range for this role is $68,600 to $84,700, depending on skills and experience.  

A story about | About you

As our ideal candidate, you will have a passion for recreation, health, well-being and the customer experience. You will be motivated to provide experiences that inspire, welcome and encourage an inclusive environment for all our university community members. You will bring a thirst for gathering insights, seeking feedback and excelling in our user experience. 

You will also bring the following skills and experience:

• Fitness, health & wellbeing or recreation-specific higher education qualification or experience in a similar role supporting delivery of high-quality front desk services
• Experience in leading, managing and influencing a team
• Innovative mindset and a passion for process improvement
• Strong planning and delivery skills, excellent communication abilities, and the capacity to work collaboratively with diverse stakeholders.
• Strong administration skills, which include a comprehensive understanding of MS Suite.
• Capable of handling multiple tasks and priorities with an ability to pivot and adapt as necessary.

Features we have | What we offer

 Waipapa Taumata Rau |The University of Auckland is dedicated to providing an excellent and stimulating environment for its employees, which ensures a healthy work-life balance through:

• Five weeks’ annual leave per annum
• Up to 6.75% employer superannuation contribution.
• 37.5 hours working week
• Additional parental leave payments
• Free gym, pool and rec centre membership
• Discounted, onsite childcare, parking and various leisure and recreation services.

How to apply | How to apply

Join us in shaping a vibrant and thriving Recreation Centre at Waipapa Taumata Rau |The University of Auckland. Be part of a team that promotes health, well-being, and a sense of community. 

Inquiries may be made to Samantha Nicolson (samantha.nicolson@auckland.ac.nz). Please note we are happy to answer your questions but we do not accept applications by email.

Applications must be submitted online by the closing date of Sunday, 23rd June 2024, to be considered. Please include your cover letter and CV combined as one document. 

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 www.equity.auckland.ac.nz

The University is committed to providing a safe, inclusive, and equitable environment where everyone can thrive. For further information see Te Ara Tautika | the Equity Policy and visit www.equity.auckland.ac.nz