Team Lead Customer Experience Enablement

WHO ARE WE? KO WAI MĀTOU?

Every day brings new opportunities when you are part of our team at Taupō District Council. Our diverse organisation is recognised for its vibrant energy, optimism for the future, ambition to act boldly and willingness to do things differently to secure the best result. We take a balanced and community-focused approach that allows us to strive with consideration on behalf of our district. We are motivated by ensuring we are a district of connected communities who thrive and embrace opportunities and hold this greater purpose in mind in all that we do.

ABOUT THE ROLE - NGĀ ĀHUATANGA O TE TŪRANGA

We're looking for a Team Lead Customer Experience Enablement to lead and grow a team of high‑performing customer experience professionals. In collaboration with your Team Lead colleagues, you'll ensure the right resources, capability and support are in the right place at the right time.

Through effective leadership you'll support and develop a team of multi-skilled customer experience professionals who work flexibly across the function to ensure we best meet the needs of internal and external stakeholders. You don't need to be the subject‑matter expert, but you do need to understand how the Customer Experience team interacts and supports Council, forecast future needs, and respond effectively when the unexpected happens.

What you'll be doing:

• Leading and developing a high‑performing Customer Experience Enablement team
• Collaborating closely with other Customer Experience Team Leads to coordinate resources and respond to changing operational demands
• Taking a future‑focused approach to workforce planning, capability building and service enablement
• Ensuring a team who are equipped to support across the Customer Experience function
• Providing calm, practical leadership when the unexpected happens
• Championing continuous improvement
• Building strong relationships across Council to enable effective service delivery
• Role modelling a customer‑first mindset and strong people-first leadership practices
• Stepping in with hands‑on support when required

WHO WE ARE LOOKING FOR - KEI TE KIMI MĀTOU I TĒNEI MOMO TANGATA

You'll be an adaptable and empathetic leader who is comfortable working across complexity and change. You'll be comfortable working operationally and strategically, and proactively look for opportunities to improve - yourself, the team and the service you're responsible for delivering.

You'll bring:

• Proven experience leading teams in a customer‑focused or administrative environment
• The ability to make sound decisions in dynamic situations
• Excellent collaboration skills and the ability to influence without being the technical expert
• Experience in resource coordination and operational planning
• A calm, solution‑focused approach
• Strong communication, coaching and relationship‑building capability

WHAT WE OFFER - NGĀ ĀHUATANGA KEI A MĀTOU

Our people are accomplished, capable, and driven by curiosity to learn more - about the council, its impact, and their own potential. Your career aspirations will be encouraged, whether you're just starting out or an expert. Our strengths-based environment will enable you to be the best version of yourself at work.

Our spaces are filled with warmth and welcoming conversation. We collaborate closely and lead with empathy - for our colleagues and for our community. We encourage our people to find the flexibility within their role to do more of what matters to them in and out of work. When you join us, you'll enjoy our:

• Strong focus on wellness - discounted gym membership and health insurance and wellbeing initiatives to support your mental, physical and financial wellbeing
• Flexible work environment - work from home options and flexible hours to promote a great work-life balance
• Assistance with ongoing professional development - access to learning opportunities to help you grow
• Generous leave entitlements!
• Settling in support - if you're joining us from outside of the district, we'll work with you to make a seamless transition

If you're a people leader who thrives on enabling others, thinking ahead, and responding confidently when the unexpected happens, we'd love to hear from you.

CLOSING DATE: 5pm, 3 May 2026 or when the vacancy is filled.