Customer Experience Leader: Manage Team, Elevate Club Service

Dee Why RSL Club; Sydney; Presencial; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

17.5% annual leave loading

Employee referral program

Discounted Zone Bowling Dee Why

Discounted gym memberships

Daily meal benefits, free coffee ands

Free undercover, onsite parking

Free annual flu vaccinations

Discounted childcare fees

Free Chaplain and EAP support

CommBank Workplace & Employee Banking

Descripción de la vacante

Dee Why RSL Club is seeking an experienced Customer Service Manager in Sydney to lead a small team of Customer Service Hosts and deliver exceptional service to members and guests both in the gaming room and across the club.

You will report to the Executive Manager - Gaming and drive processes to collect, review, and resolve feedback, complaints, and service recovery opportunities while maintaining strong cross-department collaboration.

Formación

• Operational management experience in a customer-facing role, ideally in clubs, gaming or hospitality.
• Extensive people management experience including performance management and staff development.
• Strong interpersonal, communication and time-management skills.
• Passion for delivering exceptional customer and team outcomes and driving positive change.

Responsabilidades

• Role-modelling the customer service standards and behaviors that will set the tone for service delivery expectations across the club
• Establishing and maintaining a comprehensive set of customer service processes and standards, to ensure exceptional customer service is consistently delivered to all club members and guests
• Implementing processes to effectively collect, review, resolve and report on all forms of customer feedback, insights, complaints, and service recovery opportunities
• Managing a small team of Customer Service Hosts, including all aspects of their training, development, performance, and service delivery capability
• Providing a point of escalation for significant customer service issues, and ensuring their timely and effective resolution
• Engaging and collaborating with management across all areas of the club, to ensure customer service delivery remains consistent and aligned
• Maintaining a comprehensive understanding of the club’s products, promotions, events, and rewards to ensure such information is effectively communicated to members and guests to optimise participation and engagement
• Fostering a customer-centric culture, focused on continuous improvement of all aspects of the customer experience
• Providing strong leadership to maintain high operational standards, drive outstanding performance, coach and mentor team members, foster a positive and inclusive culture, and ensure effective communication
• Approaching everything you do in a professional, positive, and pro-active manner

Descripción del empleo

Dee Why RSL Club is seeking an experienced Customer Service Manager in Sydney to lead a small team of Customer Service Hosts and deliver exceptional service to members and guests both in the gaming room and across the club.

You will report to the Executive Manager - Gaming and drive processes to collect, review, and resolve feedback, complaints, and service recovery opportunities while maintaining strong cross-department collaboration.