We are seeking an experienced and motivated Team Leader to lead and support frontline Customer Experience teams across our Leisure and Aquatic Services locations.

In this role, you will oversee day-to-day customer experience operations, support recruitment, onboarding and training, develop rosters, monitor service standards and help ensure customers receive a welcoming, professional and consistent experience.

You will also contribute to customer engagement, service improvement initiatives and the successful delivery of the Leisure and Aquatics Customer Experience Strategy.

Duties will include but not be limited to:

• Lead and support frontline Customer Experience teams across multiple sites.
• Coordinate recruitment, onboarding, training and development activities.
• Develop and manage rosters to support service coverage and operational needs.
• Monitor customer interactions, feedback and service standards.
• Resolve routine customer issues and escalate complex matters where required.
• Support marketing, technology and service improvement initiatives.
• Track and report on team performance and customer experience outcomes.

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

You will have:

• Tertiary qualifications in a related discipline and/or demonstrated relevant experience.
• Current Working with Children Check.
• Current Class C Driver Licence.
• Demonstrated experience leading teams in a fast-paced customer service environment.
• Proven ability to coach, develop and motivate staff.
• Strong interpersonal, communication and negotiation skills.
• Advanced problem-solving and decision-making skills.
• Strong computer skills, including Microsoft Office products.
• Ability to adapt to change and provide responsive services to meet customer needs.

Desirable experience includes Cert IV Customer Contact, Frontline Management or similar, experience implementing changes to work processes, experience in a Leisure and Aquatic environment, and demonstrated ability to engage with culturally diverse communities.

The salary range for this opportunity starts at $93,583, Grade G, 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

• The opportunity to support the opening of Canterbury Leisure & Aquatic Centre.
• Be part of a supportive and community-focused team.
• Help shape positive customer experiences across Council’s Leisure and Aquatic centres.
• Permanent full-time employment conditions including long service leave after 5 years, annual salary increases and parental leave.
• Access to employee Health and Wellbeing Programs, including Fitness Passport and workplace initiatives.

CBCity is an equal opportunity employer committed to diversity and inclusion. We want our workplace to reflect the diverse community we serve and 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.

Successful applicants may be required to undertake a medical assessment, Working with Children Check, reference checks, qualification verification and other checks relevant to the position.

Applicants must hold Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.