Team Leader - Front-End Operations at Mitre 10 MEGA Silverdale

About Us

Riviera Hardware Holdings Ltd is the largest entity in the Mitre 10 network, proudly New Zealand owned and operated. Originating from a single store in Warkworth in 2009, our network now includes Mitre 10 MEGA stores in Albany, New Lynn, Silverdale, and others, along with Columbus Coffee cafes, a Distribution Centre, and a Frame & Truss Manufacturing Plant. Since 1974, Mitre 10 has been dedicated to helping New Zealanders enhance their homes, combining the strength of a nationwide brand with the responsiveness and local culture of an independently owned business. We offer authentic career paths in retail, trade, manufacturing, and distribution sectors.

About Mitre 10 MEGA Silverdale

Situated at the entrance to one of New Zealand’s rapidly expanding areas, our Silverdale store caters to a wide spectrum of customers including homeowners, DIY enthusiasts, traders, and commercial clients from Rodney and the Hibiscus Coast. As a modern and relatively new location within the Riviera group, Silverdale is constantly growing with a strong focus on leadership, customer commitment, and operational excellence to ensure outstanding daily customer experiences.

Role Overview

We seek an experienced Leader to manage our Front-End team, responsible for running Checkouts and Customer Services operations. Reporting to the Retail Manager, the successful candidate will lead a team dedicated to superior customer service and maintaining efficient, precise, and professional front-end operations. This full-time, permanent leadership role involves hands-on team coaching, customer engagement, managing operational workflows, and ensuring consistent high standards. The position requires working various rostered shifts, including at least one weekend day.

Key Responsibilities

• Collaborate with the Retail Manager to enhance team performance and implement continuous improvements.
• Lead and motivate the Front-End team to ensure excellent customer service delivery.
• Supervise daily frontline operations, including Checkouts and Customer Service areas.
• Handle customer queries, resolve issues, and manage escalations with professionalism.
• Foster team growth through coaching, constructive feedback, and active leadership.
• Ensure accuracy in refunds, special orders, Click & Collect, and other customer transactions.
• Manage resources and workflows effectively during busy periods to maintain smooth operations.
• Adhere to and enforce company policies, procedures, and operational standards.

Candidate Profile

• Proven leadership experience within retail, customer service, or hospitality sectors.
• Approachable and confident leadership style promoting a positive team environment.
• Excellent communication and relationship-building capabilities.
• Decisive and capable of making sound judgments in high-pressure, fast-moving contexts.
• Experienced in managing customer concerns and enhancing team performance.
• Strong organizational aptitude with keen attention to detail.
• Willingness to adopt a hands-on approach and assist team members as needed.
• Availability to work scheduled shifts including weekends.

Benefits and Perks

• Access to a generous staff purchase scheme at selected Mitre 10 stores (subject to eligibility).
• Discounts on food and beverages at participating Columbus Coffee cafes.
• Exclusive savings on shopping, travel, dining, and more via our perks platform.
• Opportunities for ongoing training and professional development.
• Leadership growth within New Zealand's largest Mitre 10 group.
• Exposure to large-scale retail management and operational experience.
• Internal career advancement possibilities within the wider Riviera business.
• Participation in values-driven recognition programs and long service awards.
• Annual events celebrating exceptional individual and team performances.

Additional Information

The role demands a commitment to developing a capable team, fostering excellent customer interactions, and leading by example in an energetic retail environment. Candidates passionate about people leadership and retail operations are encouraged to apply and join a company committed to collaboration and excellence.