Customer Experience Supervisor at Bay Venues

, Bay of Plenty, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

21 Dec, 25

Salary

33.88

Posted On

22 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Customer Service Management, Leadership, Communication, Team Management, Problem Solving, Organizational Skills, Customer Focus, Continuous Improvement

Industry

Recreational Facilities

Description

Position: Customer Experience Supervisor Location: Tauranga, Bay of Plenty, New Zealand (Mount Maunganui Hot Pools) Employment Type: Full-time, Permanent Salary Range: $33.88 per hour, plus the potential to earn commission on top Guaranteed Hours: Minimum 30 hours per week. Bay Venues …. Haven’t heard of us? Not to worry; I bet you have heard of some of the venues we own or operate – the iconic Mount Hot Pools, Baywave, or Mercury Baypark to name a few. As the kaitiaki of 24 facilities in Tauranga Moana, we proudly offer a range of activities and experiences intended to put a smile on the dial of our community. Here at Bay Venues, we are all about ensuring we create memorable moments - and we do so intentionally through connection and fun with each other and our community. Our values of Manaakitanga (Service), Whakawhanaungatanga (Relationships), Kaitiakitanga (Caring) and He Toi Tangata (Excellence) are lived on the daily as we strive to enhance the wellbeing of the people we serve. It’s no small feat, but we know that when we facilitate connections and collaborate with others, great things will happen! We are seeking a motivated and experienced Customer Experience Supervisor to oversee our customer service operations and lead our team to deliver outstanding customer experiences. Key Responsibilities Lead, coach and manage a high-performing customer service team. Develop and implement customer service policies, procedures, and standards. Monitor and improve service quality across all customer touchpoints. Handle escalated complaints and complex customer issues. Analyse service data, prepare reports, and recommend improvements. Ensure compliance with company processes and industry requirements. If you would like to obtain a full Position Description for this role, please email HR@bayvenues.co.nz and a copy will be supplied to you. Essential Criteria for Success Proven experience in a customer service management or supervisory role. Strong leadership, communication and team management skills. Demonstrated ability to resolve complex customer issues effectively. High level of organisational skills and ability to manage competing priorities. Customer-focused mindset with a commitment to continuous improvement. Additional Requirements Full-time availability, with flexibility to work across operational hours if required. Proficiency in using customer management systems and reporting tools. Eligibility to work in New Zealand (visa sponsorship may be available for the right candidate). So why not join us? We have the right purpose to fuel meaningful careers, the right attitude to support work life balance, and the right leadership to foster an amazing culture. No matter your age and stage you may be, we are an inclusive bunch all driven by our vision of creating The Best Venues for the Bay. Come on – take the punt; you won’t regret it! Application Process: Interested candidates are invited to submit their resume, along with a cover letter detailing their relevant experience and motivation for applying, before the closing date of Monday 6 October 2025

Responsibilities

The Customer Experience Supervisor will lead and manage a high-performing customer service team while developing and implementing customer service policies and procedures. They will also monitor service quality and handle escalated complaints and complex customer issues.