Customer Experience Officer

State Sport Centres; Melbourne; On-site; AUD 30,000 - 47,000; Part time

Benefits offered by this job

Free parking

MSAC Gym and Performance Membership (+

Family and friends discounts

Discount at SSCT food & beverage and‑/

Complimentary court hire for casual

Job summary

The State Sport Centres Trust (SSCT) is hiring a Customer Experience Officer at the State Netball and Hockey Centre in Parkville. You will be the first point of contact, delivering information about venues, memberships and services while promoting offerings and maintaining accurate records.

Role requires outstanding service, strong communication, teamwork, and flexibility to work early mornings, evenings and weekends. Pre-employment checks may apply.

Qualifications

• Outstanding customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Demonstrated computer literacy and attention to detail.
• Ability to work effectively within a team environment.
• Ability to confidently manage customer enquiries and resolve conflict.
• Flexibility to work a rotating roster including early mornings, evenings and weekends.
• Current Victorian Working with Children Check (Employee) or willingness to obtain one.

Responsibilities

• Communicate with customers in person, by phone and via email to provide information about venue services, programs and memberships.
• Deliver exceptional customer service and act as the first point of contact for patrons.
• Promote products, services and memberships to customers.
• Handle customer enquiries, feedback and complaints, escalating where required.
• Process transactions and maintain accurate records in accordance with SSCT procedures.
• Conduct venue tours and support patrons in accessing our facilities.
• Work collaboratively with teams across the venue to deliver a world-class customer experience.
• Support a safe environment by adhering to all health, safety and emergency procedures.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Teamwork

Conflict resolution

Flexibility

Computer literacy

Tools

MS Office

Job description

The Victorian State Sport Centres Trust (SSCT) operates and maintains over $1 billion assets including four of Australia’s largest multi-sport venues, the Melbourne Sports and Aquatic Centre (MSAC), the State Netball and Hockey Centre (SNHC), Lakeside Stadium incorporating the State Athletics Centre, and Knox Regional Sports Park including the State Basketball Centre (SBC).
Unlike other major international standard venues that host sport and entertainment events, SSCT venues also provide access for users at all levels, from elite and professional athletes to school and community participants 7 days per week, up to 16 hours a day.
Through the provision of access for all, SSCT makes a unique and significant contribution to Victoria’s sport sector.

Four Workplace Values underpin the work we do: Teamwork, Safety, Excellence & Respect.

About the role:

As the Customer Experience Officer, your primary responsibilities will include:

• Communicate with customers in person, by phone and via email to provide information about venue services, programs and memberships.
• Deliver exceptional customer service and act as the first point of contact for patrons.
• Promote products, services and memberships to customers.
• Handle customer enquiries, feedback and complaints, escalating where required.
• Process transactions and maintain accurate records in accordance with SSCT procedures.
• Conduct venue tours and support patrons in accessing our facilities.
• Work collaboratively with teams across the venue to deliver a world-class customer experience.
• Support a safe environment by adhering to all health, safety and emergency procedures.

We currently have both Casual and Part-Time opportunities available at our State Netball and Hockey Centre (SNHC) in Parkville.

Required skills and Qualifications:

• Outstanding customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Demonstrated computer literacy and attention to detail.
• Ability to work effectively within a team environment.
• Ability to confidently manage customer enquiries and resolve conflict.
• Flexibility to work a rotating roster including early mornings, evenings and weekends.
• Current Victorian Working with Children Check (Employee) or willingness to obtain one.

Shortlisted candidates may be subject to pre-employment screenings, including criminal record, social media, and adverse media checks.

Why is this a great place to work?

You will love working at the State Sport Centres. Here's just a few reasons why:

Our Patrons and Teams

• You’ll be surrounded by elite athletes daily and supporting a wide range of elite sports and world-class events, as well as community sport and recreation.
• You’ll be challenged daily and can develop yourself as a person as well as gaining valuable career skills.
• You’ll be part of a dynamic and supportive team of people who are great to work with.

Our Venues

• Free parking
• MSAC Gym and Performance Membership including family and friends’ discounts
• Discount at SSCT food & beverage and retail outlets
• Complimentary court hire for casual bookings across SSCT venues

Our Workplace

• Training and professional development
• Flexible working arrangements
• Employee Assistance Program providing free confidential support for your mental health
• Inclusive environment recognising our diverse workforce and community
• Employee recognition through our Values in Action program

Join us in our mission to help people to be excited about sport, engage in healthy activity and feel inspired to be their best.

SSCT values diversity, is an equal opportunity employer, and encourages applications from culturally and linguistically diverse backgrounds including Aboriginal and Torres Strait Islanders, and from people with disabilities.

The State Sport Centres Trust (SSCT) is committed to the safety and wellbeing of children of young people. We seek to prevent harm of any kind impacting children and young people and have a zero tolerance for racism, child abuse, discrimination and inequality. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are visitors to our venues and facilities. Successful applicants will be required to provide a current Working with Children Check before being able to commence employment.