Customer Service Team Leader

Overview Have you dreamed of a job that combines your love of the outdoors and exploring New Zealand with meaningful work? Looking to join a thriving tourism company where your skills make a real impact? Want to work in a fun, supportive environment with a team that genuinely enjoys what they do? This could be your next adventure. Who is Wilderness? Wilderness is a New Zealand‑owned family business that’s been at the forefront of tourism for over 20 years. We rent premium motorhomes to both locals and international visitors, and we’re also the exclusive New Zealand distributor for some of Germany’s top motorhome brands. We’re here to help our customers create unforgettable journeys across Aotearoa in beautifully crafted European motorhomes. But it’s not just about the vehicles—it’s about the experience we deliver, which our glowing reviews speak volumes about. As our business continues to grow and set new standards in premium travel, there’s never been a better time to join the Wilderness team. Key Responsibilities Lead a High‑Performing Team: Guide, coach, and support your team to deliver top‑quality guest service every day. Ensure Flawless Journeys: Oversee guest arrivals, departures, and on‑road support to create seamless, positive experiences. Champion Quality Service: Uphold service standards, respond promptly to challenges, and foster a culture of excellence. Drive Continuous Improvement: Analyse service results and guest feedback to implement actions that lift satisfaction and efficiency. Maintain Readiness: Keep vehicles, guest areas, and resources clean, well‑presented, and prepared to meet Wilderness standards. Qualifications 5+ years of leadership experience and at least 6 months in a motorhome customer service role. Travelled around New Zealand in a motorhome. Experience in high‑end luxury tourism, service, retail or hospitality, demonstrating a deep understanding of customer needs and service excellence. Proven ability to foster team growth and achieve collective success. Proven problem solver – adept at finding win‑win solutions through active listening and ensuring positive outcomes for all. Proficient in CRM (specifically requiring HubSpot expertise), digital systems (Klipfolio and Fleetio experience are essential), AI tools at an intermediate level and working knowledge of Apple Mac systems. 2+ years of conflict resolution for both internal and external stakeholders. Strong track record for attention to detail. Exceptional Customer‑Centric Leadership: Demonstrates leadership that inspires the team to deliver outstanding service and fosters a proactive, solution‑oriented approach. Resilience & Adaptability: To thrive in a dynamic, high‑demands environment, navigating challenges calmly and effectively, and demonstrating proactive problem‑solving & initiative. Teamwork & Communication: Collaborative & team oriented, fostering a culture of shared success through effective communication and working seamlessly with diverse teams across the business. Organisational & Digital Acumen: Possesses strong organisational & prioritisation skills and a high level of digital literacy to efficiently manage workflows, leverage systems, and maintain high attention to detail in all administrative tasks. Growth & Cultural Alignment: Committed to growth, continuously learning and developing professionally, while demonstrating strong cultural alignment with the company values. Technical & Vehicle Requirements: Full, clean driver’s licence with the ability to drive large vehicles e.g. motorhomes, and the aptitude to troubleshoot motorhome specific breakdowns. Legal entitlement to work in NZ. Benefits We have a strong sense of purpose – everything we do relates back to our mission and values. Everyone has a passion for what they do and you can feel it. You get to learn and grow in a fun and supportive environment. You get to work with people from different backgrounds and all walks of life. You will work with the digital marketing gurus in the tourism industry and have access to high performance coaching. We are performance‑driven and reward you for your achievements. We actively encourage you to travel and explore using our motorhomes. Caring deeply about our people comes naturally to us. That’s why we are committed to fostering a diverse and inclusive workplace where all team members are valued, respected, and given equal opportunities. We encourage applicants from all backgrounds to apply. Learn more by reading our Diversity, Equity, and Inclusion (DEI) policy at https://www.wilderness.co.nz/about-us/sustainability-promise/dei-policy Application Process Send your CV Send a Cover letter Phone 09 887 5998 and leave a message no longer than 3 minutes detailing: What makes an exceptional Leader? Where are your top 3 NZ travel destinations? Why you would be a great fit for our company? Only candidates who send both documents and complete the voice message will be considered. #J-18808-Ljbffr