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Senior Customer Experience Officer

City of CanningRiverton, Southland, New Zealand

16 hours ago

Job description

About the role

We are currently seeking a Senior Customer Experience Officer on a permanent, full time basis.

Reporting to the Team Leader Leisure Customer Experience, the role will manage the daily operations of the Customer Service Team across our Cannington and Riverton Leisureplexes, supporting with customer enquiries, supervising team members, managing rosters, arranging leave coverage, and above all – ensuring that exceptional service is delivered to all customers.

Responsibilities

Oversee and undertake Customer Service duties involved with revenue collection, receipt reconciliation and banking functions
Create and monitor Customer Service staff rosters to ensure appropriate staffing levels and a high standard of customer service provision is always maintained
Maintain procedures for customer feedback and suggestions
Undertake reception duties, including answering incoming calls and emails and responding to customer enquiries as appropriate
Implement customer service initiatives that contribute to overall Recreation and Leisure objectives
Co-manage the City of Canning Leisureplex marketing strategies & initiatives via digital, physical & social media platforms
Work collaboratively with Swim School, Fitness, Sports Programs & Aquatics teams to promote new programs or services

Who we’re looking for

Extensive experience working in a highly collaborative, flexible and customer focused environment

Previous experience in front line management, with proven problem-solving skills to address operational or employee issues

Experience in managing enquiries from multiple channels (reception, phone, email, online, SMS)

Excellent communication and interpersonal skills, with an exceptional customer focus

High level of computer literacy, and experience working with Leisure Management software (such as Envibe), with the ability to learn new programs

Tertiary qualifications in business admin, leisure, recreation or related discipline would be desirable but not essential

Satisfactory National Police Clearance (under six months)

Why apply for this role?

Permanent, full-time role

Work-life balance with a monthly rostered day off

$81,774.10 - $85,193.25 per annum + super

17.5% paid Annual Leave Loading for when you take annual leave

Superannuation contribution package up to 14.5%

(conditions apply)

Discounted health insurance, free flu vaccinations, skins checks and other well-being events

Free confidential Employee Assistance Program for personal and professional support

The City of Canning’s vision is to be a welcoming and thriving City, giving our people opportunity to thrive through work that truly makes a difference! With a population of over 100,000 over 64 square km of land, we provide services to support and develop our community every day. We believe that engaging people with diverse backgrounds and all abilities will assist in delivering superior services to our community and are committed to the principles of equal opportunity for all.

The City of Canning welcomes you to apply : Click APPLY to complete the application and submit your Resume and Cover Letter. You may also contact Sage Fiorenza on or for a confidential discussion. Visit our website for more information about the role.

Applications are open until 5.00pm 6 October 2025. We reserve the right to contact applicants and close the advertising period early.

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Customer Experience Officer • Riverton, Southland, New Zealand