Who are we looking for?
We are seeking a Senior Client Services Officer, Sport to join QUT Sport, People Services, Administrative Division.
The Senior Client Services Officer, Sport is a frontline service role responsible for delivering outstanding customer experiences across QUT’s Fitness & Aquatic and Sport Facilities. Reporting to the Venues Lead, Sport, this role provides day-to-day supervision to a customer service team, ensuring that every visitor receives professional, friendly, and efficient service. As the first point of contact for students, staff, and community members, the Senior Client Services Officer, Sport sets the standard for service excellence, resolves complex enquiries, and manages day-to-day operations at reception and service counters. The role also drives process improvements under guidance, supports administrative and reporting functions, and proactively develops sales opportunities with local sporting groups to maximise facility usage.
About us
QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.
The People Services Portfolio provides a range of high quality services designed to enrich the staff and student experience at QUT. Services provided by the Portfolio span across the entire student and staff life cycle. In addition, the Portfolio provides advice and leadership to the university on a broad range of student and staff matters, including social justice and public policy. Sport is an important cultural thread of university life so whether you are a competitive athlete, someone who likes to keep active, interested in how sport and technology merge in today’s digital world or someone in between - we have something for everyone. QUT Sport has strategic and operational oversight of sport activities and programs at QUT.
What you need to succeed
- Education, training and/or experience equivalent to a degree qualification and/or relevant experience in sport, fitness, or facility management.
- Demonstrated experience in leading or supervising frontline customer service operations in a sport, fitness, or facility environment, including staff rostering, training, and performance support.
- Proven ability to develop, implement, and improve customer service processes and procedures to enhance service quality and operational efficiency.
- Strong interpersonal and communication skills, with the ability to engage effectively and professionally with a diverse range of clients, staff, and external stakeholders.
- Experience in sales, marketing, or business development.
- Well-developed organisational and time management skills, with the ability to manage competing priorities, resolve complex enquiries, and deliver outcomes in a busy, customer-facing environment.
- Proficiency in the use of Microsoft Office and relevant facility management or booking systems, with a commitment to accurate record-keeping and administrative compliance.
- Demonstrated commitment to equity, diversity and Indigenous Australian engagement.
