Customer Care Administrator (Aquatics)

This role sits in the Council’s Community Group, which comprises of community focused services such as Hamilton Pool, Parks and Recreation, Hamilton City Libraries and the city’s three main visitor attractions.

Our work ensures Hamilton is beautiful, fun, connected, and meets our community wants and needs, making our city one we’re all proud of.

He angituutanga: The opportunity 

We’re looking for someone who enjoys being hands-on, learns quickly, and thrives in a fast-paced environment. You’ll be great with people, a strong team player, and bring a positive, can-do attitude to everything you do.

This role sits at the heart of our Aquatics and Fitness services supporting customers across our full aquatic facilities, including our pools, gym, and Learn to Swim programmes. You’ll play a key part in creating a great customer experience, helping all customers feel welcome, supported, and confident in using our services.

Key Responsibilities

• Manage day-to-day administration supporting Aquatics customer service and business operations
• Process memberships, enrolments, payments, refunds, and invoicing accurately
• Support Learn to Swim, Fitness, and wider Aquatics services with bookings, customer enquiries, and sales
• Maintain accurate customer records, data, and reporting across systems
• Deliver customer retention initiatives to grow and retain memberships
• Provide regular reporting on sales, bookings, attendance, and financial performance
• Support customer care processes, including debt management and enquiries
• Assist with rostering, staff coordination, and administrative support as required
• Contribute to training and upskilling of customer service and bookings teams
• Deliver a high standard of customer service in a customer-facing environment
• Support health and safety administration and compliance requirements

Oo puumanawa me oo wheako | Your skills and experience

• Strong proficiency in Microsoft Office and experience using systems such as Envibe, debiting software, or similar platforms
• High level of accuracy with strong attention to detail in administrative and financial processes
• Highly organised with the ability to manage multiple tasks and work efficiently in a fast-paced environment
• Excellent customer service skills, professional, friendly, and confident handling a range of enquiries, including more complex conversations
• Proven ability to problem solve and deliver solutions that exceed customer expectations
• Experience supporting sales and membership growth, with confidence in promoting services and converting enquiries into bookings or memberships
• Ability to identify opportunities to upsell and retain customers across Aquatics, Fitness, and Learn to Swim services
• A collaborative team player who builds strong working relationships and communicates effectively across teams
• Confident and professional communicator with the ability to influence and support operational administration needs
• Minimum of 2 years’ experience in a similar administration, customer service, or sales-focused role

Additional Requirements

• Commitment to child protection policies and ensuring the safety and wellbeing of children and young people
• Willingness to participate in mandatory child protection training and ongoing learning
• A proactive approach to health and safety, with a focus on identifying and preventing risks

He aha te wariu o te utu kaimahi? | What’s the salary? 

Circa $30 per hour dependent on skills and experience.

Ngaa waahi whakarato painga kei a maatou: What we offer 

• Flexible by choice; an award-winning flexible working policy.
• Opportunities for professional development.
• Two Wellbeing days per year.
• Free health insurance through Unimed including hospital/surgery grade cover and discounted. membership rates for family members.
• Free annual health checks and flu vaccination.
• Ability to purchase additional annual leave.
• Eye testing/glasses cost reimbursement.
• Discounted purchases from local businesses; gym memberships, cafes, dentists, hairdressers and many more.

Me Tono Inaaianei!: Apply Now! 

• View the Position Description
• Click apply
• ​Complete your application.

If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file. Alternatively, you can use the 'Write a message to the Hiring Team' text box.

Applications close on the: 28/05/2026

Note: We will be shortlisting as we receive applications.

Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.

All candidates will be notified of the outcome on their application via email. Short-listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here

It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.

As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.

This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.