Customer Experience Officer

Glen Eira City Council; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

Glen Eira City Council is seeking a friendly Customer Experience Officer to be the welcoming face at our leisure facilities, including GESAC and CMSP. You will greet visitors, handle inquiries face-to-face, over the phone, and online, and address issues promptly with a customer-first mindset.

Ideal candidates bring strong communication skills, a calm problem-solving approach, and a positive attitude. Availability for weekend shifts and a willingness to obtain/update CPR first aid are valued.

Qualifications

• Strong communication and customer-service mindset are essential.
• Experience in fast-paced customer service environments is preferred.
• Willingness to work weekends and adapt to a rotating roster.

Responsibilities

• Greet visitors warmly at the centre and on the phone.
• Respond to enquiries and resolve issues promptly.
• Support a friendly, professional service environment across facilities.

Skills

Communication

Customer service

Negotiation

Critical thinking

Teamwork

Education

First Aid certificate

Tools

POS systems

Job description

Glen Eira City Council – Bentleigh East VIC

• Be the friendly face and first point of contact across our 2 leisure facilities- Glen Eira Sports & Aquatic Centre (GESAC) and Carnegie Memorial Swimming Pool (CMSP)
• Deliver exceptional customer service, in a casual capacity, that makes a real difference every day
• Join a supportive team, where your positive attitude and problem-solving skills are valued

About the role

As a Customer Experience Officer, you’ll be the welcoming face of our centre, greeting every visitor with warmth, professionalism and a positive attitude. In this frontline role, you’ll engage with customers face to face, over the phone and online while responding to enquiries, addressing and resolving issues promptly, ensuring every interaction reflects our commitment to outstanding service. Your strong communication skills and customer-first mindset will help create a supportive and engaging environment for everyone who walks through our doors.

About you

We’re looking for enthusiastic and motivated individuals who bring a positive, can-do attitude and a genuine passion for helping others.

To succeed in this role, you will bring:

• Strong negotiation and critical thinking skills, with the ability to diplomatically handle and resolve conflicts with both customers and staff
• Proven experience in a faced paced customer service environment, with the ability to work collaboratively as part of a team
• Excellent communication skills, both verbal and written
• Confidence using Point of Sale (POS) systems and the ability to quickly learn new software and digital tools
• A current First Aid certificate with up-to-date CPR (willing to obtain one)
• Availability to work weekends as part of a rotating roster

Important Information

This position is subject to satisfactory Police Check and Employee Working with Children Check prior to commencement.

Pre-employment checks are not used by Glen Eira City Council to prevent any applicant from applying for this position. Each application will be considered on its merits.

Position Description:

Customer Experience Officers - Position Description (2).pdf

Glen Eira City Council proudly on being an equal opportunity employer and a child safe organisation. As a Council, we are committed to:

• Providing a diverse and inclusive workplace that values the safety and wellbeing of children and young people, as well as all our employees;
• Receiving applications from people of all diverse abilities, skills, languages, cultures and backgrounds including: people with disability, Aboriginal and Torres Strait Islander people and LGBTIQ and gender diverse people;
• Reconciliation and supporting the Aboriginal and Torres Strait Islander aspirations.

We value the knowledge, skills and talents that all people can share with our workforce and community.