Customer Service Representative

Far North Holdings Ltd – Opua, North Island Far North Holdings Limited (FNHL) is a Council Controlled Trading Organisation operating as the commercial arm of the Far North District Council, delivering economic, social and cultural outcomes for the Far North. FNHL is a dynamic organisation governed by the FNHL Group Board, Bay of Islands Marina Limited Board, and Far North Housing Limited Board, with operations spanning the maritime, property, and airport sectors. Company Overview Far North Holdings Limited (FNHL) is a Council Controlled Trading Organisation operating as the commercial arm of the Far North District Council, delivering economic, social and cultural outcomes for the Far North. FNHL is a dynamic organisation governed by the FNHL Group Board, Bay of Islands Marina Limited Board, and Far North Housing Limited Board, with operations spanning the maritime, property, and airport sectors. Organisation Position This position forms part of a single customer service team supporting the Bay of Islands Marina and Boatyard. Rather than being aligned exclusively to one business unit, the role is designed as a shared operational resource that provides flexibility, resilience and a consistent customer experience across the organisation. The role may be rostered to either the Marina Office or the Boatyard Office, depending on operational requirements. While rostered within each area, the employee becomes part of that operational team and works under the direction of the relevant manager to support the delivery of day-to-day operations. This position provides customer service, operational and administrative support across both business units, assisting with customer enquiries, bookings, accounts, vessel records, and general administration. The role also provides leave cover and contributes to maintaining service continuity during periods of peak demand or changing operational priorities. One Customer Service Team Bay of Islands Marina Limited operates a single customer service team supporting both the Marina and Boatyard. Although each business unit delivers different services, they share the same customers, vessels, accounts, and business systems. The customer service team members are expected to develop and maintain knowledge across both operational areas and work collaboratively to meet business needs. This integrated approach provides flexibility during periods of leave and peak demand, strengthens resilience through cross training, and delivers a consistent, knowledgeable and professional customer experience regardless of which office a customer engages with. Role Purpose To deliver professional, accurate, and customer focused administrative and operational support across both Marina and Boatyard operations. The role contributes to the safe, efficient and commercially successful operation of the business by delivering exceptional customer service, maintaining accurate business records, coordinating bookings and vessel movements, supporting financial administration, and providing operational support across both business units. As part of an integrated customer service team, the position works collaboratively across the Marina and Boatyard to provide a consistent, knowledgeable and professional experience for customers while supporting the changing operational needs of the business. Working Arrangements This is a rostered position operating across both Marina and Boatyard business units. Depending on operational requirements and rostered work location, the role may form part of a seven-day operation and will be required to work weekends and public holidays in accordance with the roster. Key Responsibilities Customer Service: Deliver professional, timely and courteous customer service across the Bay of Islands Marina and Boatyard Manage counter, telephone and online enquiries Process bookings, reservations, and customer requests Respond to customer enquiries and coordinate follow-up as required Provide accurate information regarding services, pricing, procedures, and safety requirements Resolve routine customer enquiries and Operational Support Support the day-to-day operation of both the Marina and Boatyard Assist with planning and coordinating vessel movements, haul outs, berth allocations and associated services Liaise with customers, contractors, and operational staff to ensure efficient service delivery Communicate operational schedules, service requirements, and updates to customers Assist operational staff with administrative and logistical support as required Administration Maintain accurate customer, vessel, booking and financial records within NG and other business systems Process invoices, customer payments, and receipts accurately Maintain data integrity across business systems Assist with reporting, filing, and record keeping Provide leave cover and administrative support for customer service colleagues across both business units Teamwork and Collaboration Work collaboratively as part of a single customer service team supporting both Marina and Boatyard operations Develop and maintain knowledge across both operational areas through ongoing training and cross-training Provide support across business units as operational priorities require Build positive working relationships with customers, contractors, and colleagues Key Skills and Attributes Very strong customer service Very strong communication skills Strong computer literacy for key software (Booking Software NG, Outlook, Excel) Strong understanding of accounts and payments Well organised with good attention to detail Ability to prioritise tasks (haul outs) in a busy operational environment Ability to work collaboratively within a team and across functions Interest or experience in marine, boating, or marina environments including ability to learn and apply basic nautical terminology #J-18808-Ljbffr