Job Description

• Use your problem-solving and de-escalation skills to make an impact!
• Enjoy free use of Centre facilities plus a range of other benefits
• Great development pathway with multiple opportunities within Auckland Council

He angitūtanga: The opportunity
West Wave Leisure Centre is one of Auckland’s premier recreation facilities, offering a wide range of aquatic and fitness services to our diverse community. Our facility welcomes thousands of visitors each week, making it a vibrant and dynamic environment where no two days are the same!

Working as a Customer Ambassador at West Wave (Henderson), right from the first smile, you will be responsible for leading difficult conversations with customers, ensuring effective and professional frontline service to our diverse customers, and training colleagues in customer interactions and de-escalation techniques.

Your responsibilities include:

• Lead and resolve difficult conversations with customers, using excellent and persuasive oral communication skills & implement de-escalation techniques when needed.
• Supporting the centre with difficult customer interactions and de-escalation techniques
• Identifying HSW risks that may cause harm to Kaimahi and/or visitors, solving the problem and managing different situations
• Work along and build strong relationships with the other PL's & their functions to achieve high quality HSW outcomes

This is a permanent 12-hour part-time position.

Our centre operates 7 days a week from 5:00am to 10:00pm, reliability, and commitment to working early, late and weekend shifts are crucial, and the shift pattern may change according to the business needs.

Customer Ambassador

He kōrero mōu: About you
We are looking for someone with previous experience in managing situations requiring de-escalation and/or intervention, working with diverse community groups, and working under pressure in a fast-paced environment.

To be successful in this position, you will have excellent persuasive communication skills with expertise in de-escalation techniques, a proactive problem-identification and -solving mindset, and top-notch relationship building skills.

Previous experience as a customer liaison representative, or in wellbeing or conflict management position would be advantageous.

Ngā āhuatanga kei a mātou: What we offer

You’ll have access to a range of fantastic Auckland Council benefits, including the option of a Zoo pass and a range of partnership discounts. And as a Leisure Centre employee, you will enjoy free use of the facilities.

We aim to upskill and progress your career, so if you wish to train and take on other functions within our centres such as Learn to Swim Instructor, Fitness Consultant opportunity is there!

We are committed to promoting a workplace that respects the contributions of everyone, regardless of their sexual orientation, gender identity, age, race, ethnicity, religion, disability, or background. Our goal is to pursue an inclusive environment where every individual is appreciated and empowered to express themselves at work. We welcome all applications, help us get 'More Aucklanders more active, more often'!"

Tono Mai: Apply Now!

Pay range: $57,000 - $63,000

Applications close: Wednesday 21st January 2026

Please note:

• Auckland Council is committed to the protection and well-being of children. This role is classified as a Children's Worker role under the Vulnerable Children Act 2014 and is deemed a safety-sensitive position. As such applicants will be required to undergo police vetting and a drug test prior to commencing employment.
• This role is deemed safety sensitive and, in line with Auckland Council policy, you will be required to complete pre-employment drug & alcohol testing.

Auckland Council is an equal opportunity employer (EOE) and we are committed in promoting a workplace that respects the contributions of everyone, regardless of their sexual orientation, gender identity, age, race, ethnicity, religion, disability, or background. Our goal is to pursue an inclusive environment where every individual is appreciated and empowered to express their selves at work. We welcome all applications, help us get 'More Aucklanders more active, more often'!"