Customer Service Team Leader

What you will be doing

We are looking for an experienced Customer Service Team Leader to join our Customer Service team at Auckland Airport (AKL). We are committed to ensuring all our customers have an exceptional experience through the execution of our Company Values.

As a Customer Service Team Leader, you will provide strong leadership, supervision, development, and support to the frontline Customer Service team.

You will be required to work on a 24/7 shift roster pattern to cover operational demands at Auckland Airport.

Your key responsibilities are:

• Lead and supervise the shift team on the day, ensuring accurate circuit rosters are available and the team are well supported in the Service Delivery and Service Principles
• Ensure staff shortages and unplanned leave is covered in co-ordination with the Manager Customer Service Team
• Ensure coverage for all booked Concierge services and provide leadership and guidance when required for the delivery of these services
• Assist the Manager Customer Service Team in ensuring our terminal and facilities always meet our design and terminal standards
• Provide leave cover for the Manager Customer Service Team as and when required
• Working alongside the Manager Customer Service Team and the Operations and Customer Service Trainer, provide on the job learning and development individualised to each team members’ needs
• Identify opportunities for continuous improvement of processes and procedures, and together with the Manager Customer Service Team and peers, drive optimisation and efficiencies within the system
• Provide assistance to all airport guests which includes, but not limited to, providing a helping hand, lifting and carrying of luggage, pushing of baggage trolleys, and being able to ‘surprise and delight’ our guests
• Provide information to all airport guests and visitors, ensuring all information provided is up to date and relevant
• Assist when required with operational requests which may include lifting and carrying of stanchions throughout the terminal buildings, setting up queuing configurations in disrupt situations, moving digital signage around the terminal buildings and assisting with crowd management

What you will bring to the role

At Auckland Airport, we are a busy hive of activity, and a lot of what we look for is how you would align with our AKL values All In | Tātou tatou – How we feel, Know How | Kōkiri Tahi – How we think and Let’s Go | Karawhiua – How we act.

To ensure your success in this role, you will need:

• 5+ years Customer Service experience
• Experience leading a team
• Current full driver’s license and reliable transport
• Physically fit (ability to lift luggage of +20kgs) and able to stand for 8+ hour shifts
• Ability to use electronic resources such as a tablets and mobile technology
• Demonstrable autonomy and ability to self-lead
• Passionate about delivering a customer focused service
• Highly motivated with a very positive outlook
• Good written and verbal communication
• Ability to speak more than one language e.g. Mandarin or Spanish will be highly valued
• Able to work as an individual and as a team player with the ability to multi-task and work under pressure
• Exemplary high standards of reliability and integrity

Apply today

It’s our collaboration and passion that keep everything together. This is what our culture and heritage have been built on. When you work with us, you’ll share our ambition to be a great New Zealand business, and one that’s making a strong contribution to the wellbeing of our communities and economy.

If this role sounds like you, we’d love to hear from you. Click the "Apply" button now.

Application deadline: End of day Wednesday 6 November – Please note that applications will be reviewed continuously throughout the recruitment period, and appointments may be made before the official closing date of the advert.

Attention Recruitment Agencies: Auckland Airport has a Direct Sourcing model and at this point in time we will not require any recruitment agency support for this role.

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