Customer Service Team Leader

About the Company

Auckland Airport is the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors. Auckland Airport has ambitions to be a global hub and a comprehensive development programme to deliver this vision.

About the Role

Auckland Airport is looking for an experienced Customer Service Team Leader to join the Customer Service team at Auckland Airport (AKL), providing strong leadership, supervision, development, and support to the frontline Customer Service team. This role works on a 24/7 shift roster pattern.

Key Responsibilities

• Lead by example, coaching and mentoring coordinators and assistants to deliver an exceptional passenger experience
• Communicate and collaborate with stakeholders to manage daily operations seamlessly, responding quickly and calmly to unplanned incidents or events
• Lead and supervise the shift team, ensuring accurate circuit rosters are available and the team is well supported
• Ensure staff shortages and unplanned leave is covered in coordination with the Manager Customer Service Team
• Ensure coverage for all booked Concierge services
• Provide on the job learning and development individualised to each team member's needs
• Identify opportunities for continuous improvement of processes and procedures
• Provide assistance to all airport guests, including lifting and carrying of luggage and pushing of baggage trolleys

Essential Requirements

• 5+ years Customer Service experience
• Proven experience leading a team
• Current full driver's licence and reliable transport
• Physically fit (ability to lift luggage of 20kg+) 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
• Good written and verbal communication

Desirable

• Ability to speak more than one language

How to Apply

Applications will be reviewed continuously throughout the recruitment period, and appointments may be made before the official closing date of the advert.