Coordinator Customer Experience - Leisure, Wellness and Aquatic Services

Here at CBCity

The City of Canterbury Bankstown is one of the largest councils in NSW with one of the most culturally, socially and economically diverse communities. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 385,000 residents.

Opening late 2026, the new Canterbury Leisure & Aquatic Centre is set to become the heart of health, fitness and fun in our community. We are now building the team that will bring this space to life, with a range of opportunities available across customer experience, operations, health, wellness, marketing and leadership.

Visit our careers page to view all current opportunities and find the role that’s right for you.\

The role

The Coordinator Customer Experience - Leisure, Wellness and Aquatic Services is accountable for leading the overall customer experience and digital initiatives across Leisure & Aquatic Services.

This role shapes and delivers the customer journey across our centres, ensuring strategies, processes, systems and training support consistent, high-quality service delivery.

You will lead the Customer Experience team, including the Team Leader, Site Supervisors, Customer Experience Officers and Marketing and Communications Specialist, ensuring the team achieves financial performance targets, service standards and KPIs across Council’s Leisure & Aquatic Centres.

The role is currently based at Council’s Campsie Administration Building and will transition to the Ron Pate Centre in Roselands. This position will also require travel across Council’s Leisure and Aquatic sites, including Max Parker, Birrong, Roselands and Canterbury Leisure and Aquatic Centres.\

Duties will include but not be limited to:

• Lead and inspire the Customer Experience team to deliver exceptional service across all Leisure & Aquatic touchpoints.

• Oversee membership services and the customer journey, including acquisition, engagement and retention strategies.

• Lead the Customer Experience Strategy and use data, analytics and feedback to identify trends and improve service delivery.

• Drive continuous improvement across systems, policies, procedures and digital initiatives.

• Manage budgets, resources, KPIs and team performance to support efficient and sustainable operations.

• Maintain compliance with WHS, Child Safe standards, Council policies and required reporting processes.\

For a full list of duties, click HERE to review the position description.\

You will have:

• Tertiary qualifications in Business, Leadership and Management or a related discipline and/or demonstrated relevant experience.

• Current First Aid and CPR Certificate.

• Current Class C Drivers Licence.

• Current Working with Children Check.

• Extensive experience managing a large customer-facing team.

• Demonstrated ability to lead and manage change.

• Well-developed communication skills in person, over the phone and in writing.

• Experience managing budgets, KPIs, team performance and customer experience strategies.

• Experience managing teams across multiple sites and working with a diverse customer base.\

The salary range for this opportunity starts at $115,347 per annum (Grade I, Step 1) + 12% super. Salary may be negotiable dependent on skills and experience.\

Click HERE to access salary information for all steps within the designated Grade.\

What’s on offer

• An opportunity to contribute to community-focused Leisure & Aquatic services.

• Permanent full-time position conditions such as long service leave after 5 years, annual salary increases and parental leave.

• The opportunity to make a positive impact on our community.

• An investment in your professional growth, fostering continuous learning and development opportunities.

• Access to our employee health and wellbeing programs, such as Fitness Passport and workplace initiatives.\

For more information, please contact Matt Whitehouse, Manager Leisure and Aquatic Services at matthew.whitehouse@cbcity.nsw.gov.au.

Applications close Sunday, 14 June 2026.

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve.

We encourage applications from all backgrounds, experiences and abilities, including people with disability, Aboriginal and Torres Strait Islander people, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at recruitment@cbcity.nsw.gov.au.

Successful applicants may be required to complete pre-employment checks relevant to the role, including Working with Children Checks, medical, reference checks, qualification checks and other checks in accordance with the position.