Supervisors/Team Leaders (Call Centre & Customer Service)Full timeWe 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: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 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.About us:Auckland Airport is more than just a business. It's a truly unique place with an important role to play in New Zealand's recovery. Together we're its custodians, knowing that the work we do has the power to create positive change for our customers, the community, the environment and for the prosperity of Aotearoa. We're all about creating a sense of place where everyone can thrive, and one where others aspire to work. We're a diverse and inclusive workplace and welcome people from all walks of life.Apply today: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.
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