Selwyn District Council

Customer Experience Lead 

The role

The role of Customer Experience Lead is an operational leadership role within the Arts, Culture and Lifelong Learning team and is a permanent 40-hour-per-week role that focuses on improving customer experience and responding to community needs. Our Customer Experience Lead has a team of Community Library Service Centre Assistants (CLSCA's) who deliver services through a districtwide network of Libraries/Service Centres and the Edge Connector outreach Service. Our approach is on the job learning so this team will train others across the library and service centre network.

Rewarding and customer focused, this role is a varied mix of leadership, operational delivery and collaboration with others outside of the Arts, Culture and Lifelong Learning team. You will manage the planning, implementation and delivery of additional ‘value-added' services and will build positive relationships with colleagues from other Council units, central Government and community volunteers to develop a customer service ethic of ‘yes, we can help - this is the right place and you are talking to the right person'.

You will introduce valuable improvements to our service delivery while monitoring and reporting on current customer experiences. You will build positive relationships with the CLSCA's, supporting them providing quality customer service to our community.

About us

The Community Services & Facilities Group is externally facing group of Selwyn District Council that facilitates and delivers community opportunities, experiences, services, and programmes to build the capacity, connection, and overall well-being of the community. This is achieved through services and programmes including aquatics, arts, culture and lifelong learning, community and economic development activities, community centres and halls, events, funding, libraries/service centres, and sports and fitness activities.

About Selwyn

Selwyn is the fastest-growing district in New Zealand. We have a fantastic quality of life, great communities, and a thriving economy. Our Council works actively with residents to provide the services and facilities that help our communities to thrive and grow. An enviable family lifestyle, outstanding local facilities and an easy drive to the ski fields, rivers and hills that make up Canterbury's stunning landscape.

About you

Ideally, our candidate will have worked in the GLAM sector (Galleries, Libraries, Museums, Archives) in a senior customer service position and be experienced in developing and implementing policies and procedures. You will have some leadership or coaching experience and be ready to build on this as you take the next step in your career. A positive and collaborative team member you will be a natural at establishing and developing meaningful relationships. An understanding of public library customer facing functions would be beneficial.

What we can offer

For several years Selwyn has been experiencing rapid and sustained economic and population growth. With this growth comes a vibrant community, fantastic facilities and exciting career opportunities!

Our main offices are based in the growing town of Rolleston, centrally located within the district and an easy commute from Christchurch. There's ample parking nearby, flexible working options and a great range of benefits for permanent staff including:

Great work-life balance with the flexibility to work in with your commitments

  • Life insurance
  • Wellbeing and volunteer leave
  • Free parking
  • Three days paid leave between Christmas and New Year
  • Discounts with local and national businesses
  • Career coaching and development

Our values are important to all of us and represent the way we work: · Be a good human · Be brave - Think differently · Better together.

Selwyn District Council honours Te Tiriti o Waitangi. We are committed to working with our Treaty partner to deliver on our obligations under Te Tiriti o Waitangi.

If you are driven to join a fun and ambitious team and do an exceptional job which contributes meaningfully to the lives of people in Selwyn, we'd love to hear from you.

Apply here 

Applications close 20 March 2023

Closing date: