Christchurch City Council Looking for Team Leader Citizen & Customer Services at Christchurch, Canterbury, New Zealand Full Time

Lead. Empower. Elevate Customer Experience.

Christchurch City Council is seeking two dynamic Team Leaders – Citizen & Customer Services to join our current leadership team, to inspire and guide a high-performing frontline team. This role is about leading with purpose and care, driving success, and creating outstanding experiences, for both your team and the community

If you thrive in a fast-paced, multi-channel environment and are passionate about delivering exceptional service, we want to hear from you!

About the Role | Ko te mahi nei

Responsibilities

As a Team Leader in our award-winning Citizen & Customer Services unit, you’ll guide and develop a team of up to 20 Customer Service Representatives across multiple channels online, phone, email, and in-person, at our 12 Service Hubs. You’ll be responsible for:

• Inspiring and leading your team to deliver high-quality, seamless customer experiences.
• Coaching and developing our Customer Service Representative team to achieve business expectations, service excellence, and career pathway goals.
• Supporting daily operations, ensuring compliance and continuous improvement.
• Championing innovation, making customer interactions easier and more accessible.
• Handling complex customer issues, advocating for positive resolutions.

About You | Ko Koe Tēnei

We’re looking for a customer-centric leader who thrives in a fast-paced, multi-channel environment. You’ll bring:

• Proven leadership experience – ideally 3 or more years in a large, complex organisation – including the ability to drive performance, manage change, and foster engagement.
• A solutions-focused mindset with a passion for delivering outstanding customer experiences.
• Strong communication and stakeholder management skills at all levels.
• The ability to identify service improvements and lead change effectively.

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

• Award-winning team – CRM Contact Centre Public Services Award winners 4 years running!
• Make an impact in the heart of our community.
• Career growth & development opportunities in a dynamic, supportive organisation.

Working For The Christchurch City Council Allows You To Contribute Directly To The Community And Make a Positive Impact On The Lives Of Residents And Visitors. You Will Also Benefit From

• Access to training programmes, workshops, and development opportunities
• Flexible working arrangements – adjustable start and finish times, option to purchase extra leave.
• Collaboration – exposure to wider areas of the organisation
• Benefits – a variety of benefits for Council staff from health schemes to retail discounts.

Through collaboration, innovation, and a strong commitment to community, the council provides an environment where one’s skills and passions can shine, making it an exceptional choice for those seeking purpose and impact in their career.

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 support or adjustments to help you put your best foot forward, please reach out to us at [email protected]

If you’re ready to lead with purpose, inspire others, and help shape the future of customer service in Ōtautahi Christchurch, apply today!

Hours of work – 37.5 – 40 hours per week Position – Permanent full-time

Location – This position is primarily based at Te Hononga, Christchurch City Council Civic Offices – 53 Hereford Street

Salary – The salary band for this position goes from $105,450 to $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 – Sunday 27th April 2025

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.