Team Leader Customer Services

MTG Hawke’s Bay is a place where art, culture, and community connect — and as Team Leader – Customer Services, you’ll make sure every visitor’s experience is welcoming, engaging, and memorable. This hands‑on leadership role oversees the day‑to‑day operations of the museum’s customer services team, supporting everything from gallery presentation and retail to tours, programmes, and events. It’s an opportunity to combine great people leadership with a passion for service and culture in one of the Bay’s most iconic community spaces.

Te Āheinga – The Opportunity

• Lead the customer services team to deliver consistently high standards of visitor experience across MTG Hawke’s Bay.
• Oversee the day‑to‑day running of front‑of‑house operations, ensuring smooth, efficient, and professional service.
• Support a culture of collaboration, pride, and continuous improvement within a dynamic, public‑facing environment.
• Contribute to MTG’s role as a cultural and community hub by supporting programmes, exhibitions, and special events.
• Brings experience leading high‑performing teams in customer‑focused environments, ideally within the arts, culture, or tourism sectors.
• Demonstrates strong interpersonal and communication skills, fostering teamwork and a positive service culture.
• Skilled in managing operations such as rostering, retail, event coordination, or volunteer engagement.
• Committed to excellence in visitor experience, with a proactive, organised, and hands‑on leadership style.
• 5 weeks annual leave after 2 years service.
• Discounted Health Insurance Work Scheme + Eye Test Subsidy.
• Retailer Discounts + Study assistance.
• Employee Assistance Program (OCP).
• Quarterly values awards + Birthday vouchers + Social club.
• Free flu vaccinations (annual).

This is a permanent, full‑time opportunity working 40 hours per week, Tuesday‑Saturday. You will be based at MTG Hawke’s Bay in Napier.

The annual salary package for this role is between $73,300‑$86,200 (including KiwiSaver), with the final offer depending on your skills and experience.

Applications for this role close on 5 December 2025; however, due to the highly competitive employment market we will be interviewing applications as we receive them and may close the role when we have found the right person. Please do not delay in making your application.

At Napier City Council, we are proud to be an equal opportunity employer that values diversity. We welcome applicants from all backgrounds and work to make our hiring process fair and accessible. If you need any support or adjustments during your application or interview, let us know—we’re happy to help!

Our success is grounded in strong partnerships with Mana Whenua and Iwi, supported by our Māori Partnerships team, Te Waka Rangapū, which builds cultural capability through education and training.

Before you join, you’ll need to complete pre‑employment checks (including criminal background checks, with some roles requiring health screening & drug testing). As an NCC employee, you may also be called on to support Civil Defence emergencies when our community needs us most.

Please visit Napier City Council Careers website to see full job description

Job Description – Team Leader Customer Service

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