• Lead a passionate team to deliver exceptional customer experiences.
• Drive innovative strategies that enhance community engagement.
• Shape the future of leisure services through strategic thinking and collaboration.
• Join a supportive environment that prioritises personal and professional growth.

Join Our Vibrant Community

At Sutherland Shire Council Leisure Centres, we are committed to enriching the lives of our community by providing unparalleled access to health, fitness, and recreation programs. Our mission is to promote lifelong active living and create a welcoming atmosphere for all. We believe in the power of collaboration and are dedicated to making a positive contribution to our community.

As full-time Team Leader in Customer Experience, you will be at the forefront of our customer-centric approach, leading a team that is passionate about providing exceptional service in our leisure centres. You will have the opportunity to shape and enhance the customer experience, ensuring that our programs and services meet the diverse needs of our residents.

Your Role in Our Vision

As the Team Leader of Customer Experience, you will be at the forefront of implementing a customer-centric business model across our leisure services. You will manage customer inquiries with a focus on resolving outstanding issues promptly and effectively. Your leadership will guide a diverse team of customer service and support staff, ensuring the delivery of high-quality service and seamless experiences for our patrons.

• Mentor and lead a team of Customer Service, Creche and Support staff to champion the highest standard of customer service through efficient and effective product and service delivery.
• Manage customer enquiries and ensure outstanding issues are resolved promptly.
• Educate and induct the customer service team on all product information details, POS processes and fee systems to allow a seamless customer experience. 
• Drive and uphold the Leisure Centre's positive brand reputation, high quality services and programs. 
• Develop and implement customer experience strategies and training programs.
• Collaborate with internal teams to enhance our leisure centre plans and services.
• Champion the Customer Experience Strategy, ensuring staff are well-equipped to provide outstanding service.
• Utilise your project management skills to drive initiatives that improve customer satisfaction and engagement.
• Be a driving force for change by leading the implementation of our exciting new business software across the Customer Experience business unit. 

Your Ideal Profile

We're seeking a dynamic leader with a passion for exceptional customer service and a proven track record of successfully managing teams across multiple locations. If you're someone who excels at inspiring and empowering teams and have outstanding communication skills, we'd love to hear from you! 

The successful candidate will have the following:

• Tertiary qualification in Sport and Recreation, Management or related field
• Demonstrated experience in customer experience management in large visitation venues.
• Proven ability to lead, mentor, and develop a diverse team.
• Strong analytical skills with experience in market research and CRM processes.

Your ability to think strategically, communicate effectively, and foster strong relationships will be critical to your success in this role. We value self-motivated individuals who are excited about driving change and embracing new opportunities.

Join our Team and Grow with Us!

If you are ready to take on a challenging and rewarding role that makes a real difference in the community, apply now to join our team at Sutherland Shire Council!

• Apply by responding to our online application questions and submitting your resume outlining why we are a great fit!
• Get your application in by 11.59pm: Sunday 27th April 2025.
• Interview date: We intend to hold interviews Wednesday 30th April 2025. 
• Package: Starting from $109,712 - $116,293 gross p.a. plus 11.5% superannuation.
• Hours of work: Temporary Full-Time, 38 hours per week with option of 19-day month with flexi time arrangement. Applicants must be willing to work hours across a 7 day a week spread (Monday-Sunday). This temporary opportunity is expected to be available for 12 months. 
• To benefit your wellbeing you will have access to fitness passport, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Suitable candidates are subject to pre-employment screening which includes Reference Checks, Work Rights Verification, Identity and Functional/Medical History Checks (including Covid-19 Vaccination), and may also include a Criminal History, Qualification and Working with Children Check. Employment is subject to clearance of all these checks.

Reach out to Leah Bassett, Leisure Services Manager , lbassett@ssc.nsw.gov.au  for any job specific enquiries.
Lucille Kilshaw, Talent Acquisition Business Partner, lkilshaw@ssc.nsw.gov.au can assist with any recruitment related enquiries.

Click on the link to check out the Position Description