Team Leader – Customer Services (Service Centres) - Fixed Term, Kaikohe
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Te Kaunihera o Te Hiku o te Ika - Far North District Council

Team Leader – Customer Services (Service Centres) - Fixed Term

  • Posted 1w ago
  • Hybrid
  • Contract, Temp

Kaikohe

Job Description

Lead Customer Excellence. Inspire People. Make a Difference.


Far North District Council is seeking an experienced and passionate Team Leader - Customer Services (Service Centres) to lead our frontline service teams and champion exceptional customer experiences across our communities.


Te Wero – The Challenge


This is a fixed-term opportunity through to 30 June 2027, providing the chance to play a key role in advancing FNDC's customer experience transformation programme and delivering strategic service improvements that will leave a lasting impact on our communities.


In this pivotal leadership role, you'll drive service excellence, coach and develop a high-performing team, oversee customer service operations across multiple channels, and lead continuous improvement initiatives that put the customer at the heart of everything we do.


What You'll Do


  • Lead, coach and develop a multi-skilled customer service team.
  • Champion FNDC's Customer Experience Framework and continuous improvement initiatives.
  • Oversee service delivery across six service centre locations in the Far North District
  • Manage complex customer enquiries, complaints and escalations.
  • Monitor team performance, service standards, KPIs and reporting.
  • Lead customer service projects, systems improvements and organisational change initiatives.
  • Build strong relationships with internal and external stakeholders.
  • Support Council's emergency response activities when required.


I ā koe - About You


You'll be a customer-focused leader who thrives in a fast-paced environment and is passionate about developing people and improving services.


You will bring:


  • A relevant tertiary qualification (Level 6 or above) in leadership, business, customer experience, project or change management.
  • At least 3 years' leadership experience in a customer-centric environment.
  • Experience leading customer service teams across multiple channels.
  • Strong customer experience, process improvement and project delivery expertise.
  • Experience managing complex complaints and difficult conversations.
  • Strong analytical, reporting and budget management capability.
  • Knowledge of, or willingness to learn, Te Ao Māori, Tikanga Māori and Te Tiriti o Waitangi.


Essential Requirements


  • Hold a current full New Zealand Driver Licence.
  • Be willing to undergo and successfully complete a Ministry of Justice criminal history check and Police vetting process, as this role involves access to facilities frequented by children and young people, including public libraries.


Tā mātou āroha – What We Offer


Far North District Council are proud of our diverse workforce and are committed to maintaining an inclusive workplace


where everyone feels valued and respected. We are a progressive and growing council filled with like-minded people who


love what they do and are committed to providing superior services to residents and their community.


You will be given all the tools of the trade to hit the ground running.


  • Learning & Development plan to ensure your ongoing growth and success within the organisation.
  • The salary for this position is Grade 15 within Council's salary structure (Band: $81,304 to $95,652 pro rata per annum) dependent on qualifications and experience, plus Kiwi Saver.
  • We operate a “Business First” approach with flexible/hybrid options.
  • Free $100,000 life insurance scheme (conditions apply).
  • Free Will package, so that if the unexpected happens your family is supported.


We are committed to an inclusive recruitment process that supports access needs to ensure every applicant can participate fully and confidently. This is in line with our Accessibility Policy, supports the Te Tai Tokerau Regional Accessibility Strategy, and upholds the values of mana tangata, manaakitanga, mahi tahi, whanaungatanga and āhurutanga. Please letus know if you have any accessibility needs when making your application


Creating Great Places, Supporting our People


Please note that advertising campaigns may close earlier than the stated date.

Desired Hard Skills

  • Customer Experience
  • Data Analysis
  • Process Improvement
  • Project Management
  • Systems Knowledge

Desired Soft Skills

  • Communication Skills
  • Leadership Skills
  • Problem Solving
  • Stakeholder Engagement
  • Strategic Thinking

Benefits & Perks

Culture

  • 🤱 Extended Parental Leave
  • 🏛 Fully Paid Jury Service
  • 🏘 Work from Home
  • 🧕 Inclusive Workspace
  • ❤ Care and Appreciation
  • 💼 Life Insurance
  • 🧠 Mental Health Workshops
  • 💚 Counselling Services
  • 🏎 Competitive Salary
  • 🎉 Employee Discounts and Rewards
  • 🎖 Long Service Rewards
  • ⏰ Flexible Work
View All
  • 📚 Cultural Competency Training
  • 💡 Internal Mentoring
  • 🙌 Community Focused
  • 🌐 INZ Accredited Employer

Job Schedule

  • Monday to Friday

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