The Member Services Officer is an essential front-line position providing direct customer service and engagement to Gymnastics Victoria members and stakeholders.

A regular component of the job is to provide customer service and administrative support to the Gymnastics Victoria State Gymnastics Centre.

The job also involves the provision of customer service, member engagement, and project administration across various Gymnastics Victoria operations. Projects are time-specific and allocated throughout the year and include major events, conferences, and functions.

A Member Services Officer will assist in the quality delivery of projects identified in Gymnastics Victoria's Strategic Plan by streamlining communication, ensuring that members feel valued, and fostering stronger engagement.

Core responsibilities for all Gymnastics Victoria staff

• Provide outstanding customer service, design, and deliver exceptional customer experiences.
• Build meaningful relationships with our members, listen generously, demonstrate an openness to learning from and responding to what our members share with us.
• Set our team and organisation up for success, be helpful, share information, and focus on mutually beneficial outcomes.
• Initiate and influence changes to what we do and how we do it, to create greater value for our organisation and members.
• Generate revenue, and invest time and resources in ways that optimise the value we bring to gymnastics in Victoria.
• Invest time and energy into your learning and development, reflect, seek out, and be open to feedback.

Responsibilities specific to the job

Strategic

• Actively contribute to the creation and implementation of the Gymnastics Victoria strategic plan and priority projects.
• Support a network of clubs that deliver athlete pathways and deliver a talent pool capable of succeeding on the world stage
• Support clubs and technical members to navigate policy and promote industry compliance

Stakeholder engagement and relationships

• Provide outstanding customer service to the Victorian gymnastics' community and to the parents, gymnasts and potential gymnasts and families who attend the State Gymnastics Centre.
• Build strong working relationships with all member clubs, demonstrating an understanding of their day-to-day operations and areas of support needed by Gymnastics Victoria.
• Actively manage inbound communication and enquiries (phone/email) providing support and information to GV customers.

Operational and administrative

• Undertake day-to-day administrative and operational tasks as required for the successful operation of GV (Gymnastics Victoria)
• Management of State Gymnastics fees
• Undertake competition arrangements including athlete entries, uniform orders, and travel arrangements where necessary
• Maintain program records including squad lists, participant registration and onboarding, individual gymnast files and medical records. Work cooperatively with the Head Coach and program managers.
• Assist Gymnastics Victoria’s General Managers in the administration, communication to stakeholders and delivery of projects including but not limited to Victorian State Teams, Gymnastics Victoria hosted competitions, functions, events, and Annual General Meeting.

Values alignment, skills, qualifications, and experience

We need you and your values to align to the purpose of our organisation and the work we do. In addition, the following essential and preferred skills, qualifications, and experiences are necessary for the role.

Essential

• Knowledge and experience working within gymnastics
• Exceptional interpersonal, relationship building and communication skills.
• Outstanding organisational, time and project management skills and experience.
• Excellent IT skills, experience and confidence with MS Office and other IT platforms.
• Ability to remain calm and solution-oriented under pressure.
• Current and Valid Working with Children Check.

Preferred

• Event management experience, with strong preference for gymnastics competition management.
• Relevant event management, sport, or business tertiary qualification.
• Experience leading and motivating diverse teams.
• Ability to be innovative and flexible.
• Ability to work independently and as part of a team.
• Current driver’s license.

Commitment to Child Safety

As part of your role, you are required to work with children and young people and make important decisions that will affect them. It is your obligation to always ensure their safety and report any concerns that you have, in line with our commitment to child safety and the policies and procedures in the National Child Safeguarding Policy. You will be required to regularly provide the necessary working with children, police records and reference checks.

Gymnastics Victoria has zero tolerance when it comes to abuse of any kind and will take disciplinary action, including and up to termination of employment, should we determine that abuse has taken place or there has been a failure to report any suspected or alleged abuse in line with the National Integrity Framework.

Hours, remuneration and benefits

This is a full-time position, working 4 weekdays and a Saturday 8:00-2:00pm shift, with days and hours adjusted as required to accommodate event delivery on the weekends and some evenings.

Gymnastics Victoria offers hybrid and flexible working arrangements with set days in the Head Office in Prahran and remote working days upon mutual agreement.

Gymnastics Victoria staff are employed under the Sporting Organisation Award 2020.

Gymnastics Victoria offers a positive and dynamic working environment with a strong commitment to staff learning and development. There may be opportunities for growth in the role and career progression into other roles in the future.