Customer Experience Officer

Aligned Leisure; City of Casey; On-site; AUD 55,000 - 75,000; Full time

Job summary

Aligned Leisure is seeking a Customer Experience Officer to deliver service excellence at our front desk and throughout our facilities. You will engage with members and guests, promote programs and memberships, and help connect people with the right services to meet their needs.

From a base in Victoria, you will maintain high standards of service, build relationships with customers, and contribute to a culture of care and community. Training and a supportive team environment are provided.

Qualifications

• Experience in delivering exceptional customer service.
• Experience in sales (Preferred, but not essential).
• Must maintain a current working with children check and Police Check.

Responsibilities

• Member and program participant acquisition and retention.
• Undertake outbound telemarketing to prospects.
• Capture all data for program and service enquiries.
• Identify at risk members and students.
• Follow up on non-renewals and customer questions or complaints.
• Provide frontline service for all facility programs and services.
• Address enquiries with suitable outcomes for each customer.
• Look for upsell and cross-sell opportunities.
• Perform all administrative duties for frontline function.
• Take tours as requested by customers.
• Provide education to all users at our centres.

Skills

Customer service

Sales

Job description

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond’s health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 53 leisure centres, community stadiums, pools, gyms, skate parks, gymnastics programs, theatres and other facilities throughout Victoria and New South Wales.

At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.

We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.

Child Safety Commitment:

Aligned Leisure is committed to the safety of children. We want all children who attend our facilities and/or are in our care to be safe, happy and empowered. We are committed to the safety, protection, participation and empowerment of all children by implementing Child Safe Standards and providing a safe and supportive environment for all children. We make sure that children are not exposed to any form of harmful conduct or abuse and each child is empowered to participate in decisions that affect them and to share any concerns they may have.

POSITION PURPOSE:

Customer Experience Officers are our frontline staff who will deliver service quality that exceeds the expectations of our customers in every transaction they have with us. From their position at the front desk, Customer Experience Officers will be relentless in delivering outstanding service and building quality relationships with facility users.

This high level of service and relationship building will lead to improved revenue, through more members, more program participants and more repeat customers. Our Customer Experience Officers will have a thorough understanding of all programs that we run throughout the community and will help to match these programs and benefits to the unique needs of each of our customers.

This position will work relentlessly to implement the Aligned Leisure purpose of connecting to thrive and win, values of AWARE, DISCIPLINED, RELENTLESS and UNITED, and associated behaviours throughout the entire team.

KEY RESPONSIBILITIES:

• Member and student acquisition and retention
• Undertake outbound telemarketing to prospects.
• Capture all data at the point of all program and service enquiries.
• Identify “at risk” members and students.
• Personal follow up of non-renewals.
• Personal follow up of membership and student questions or complaints where non-renewal may be likely.
• Provide the frontline service for all facility programs and services.
• Proactively address all enquiries, ensuring that suitable outcomes are provided to each individual customer.
• Look for upsell and cross sell opportunities based on individual needs.
• All administrative duties that are required as part of a successful frontline function.
• Take tours as requested by customers.
• Provide education to all users coming into our centres
• Outstanding service delivery to all customers and stakeholders
• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers. This role will be relentless in identifying these opportunities and will always ask “How would I want a member of my family treated in this situation?”
• All Aligned Leisure staff will understand and deliver on our customer charter and service promise.

Customer Experience Officers may from time to time be required to undertake other tasks as directed by the Customer Experience Captain and Manager Customer & Commercial or other Senior Leadership Team member.

Essential Qualifications and Experience:

• Experience in delivering exceptional customer service
• Experience in sales (Preferred, but not essential)
• The position will be subject to relevant pre-employment checks such as a Police Check and must maintain a current working with children check
• The successful applicant must hold or be willing to attain first aid and CPR qualifications

Personal Attributes:

• Enjoys selling memberships, swimming lessons and other services to prospective members
• Understands/enjoys the leisure industry and motivated to serve Aligned Leisure
• Relentless in their approach to sales and service