Customer Experience Supervisor

State Sport Centres Trust VICTORIA MSAC; City of Melbourne; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Free parking

MSAC Gym and Performance Membership

Discount at SSCT food & beverage and 


Complimentary court hire

Job summary

State Sport Centres Trust VICTORIA MSAC is seeking a Customer Experience Supervisor to lead the Customer Experience team at the MSAC venue in Albert Park, Melbourne. The role focuses on delivering exceptional service to patrons, members and visitors and ensuring smooth day-to-day operations.

You will supervise staff, coach and develop team members, handle customer enquiries and complaints, and coordinate rosters and venue activities.

Qualifications

• Proven experience in a customer service, hospitality, recreation or supervisory role.
• Strong leadership, communication and interpersonal skills, with the ability to coach and mentor team members.
• Ability to manage competing priorities and maintain a positive customer experience.
• Valid Victorian Working with Children Check, First Aid Certificate, CPR Certificate and Australian working rights.

Responsibilities

• Lead the Customer Experience team to deliver exceptional service at the State Netball & Hockey Centre.
• Provide day-to-day supervision, coaching and support to team members, setting a positive example and maintaining high standards of customer service.
• Manage customer enquiries, resolve complaints and escalate issues where required to ensure positive outcomes and support venue operations through roster coordination.
• Work collaboratively with the Customer Experience Manager to support team development, staff inductions, training initiatives and administrative projects.

Skills

Customer service

Leadership

Communication

Interpersonal skills

Job description

State Sport Centres Trust VICTORIA MSAC – Albert Park VIC

1d ago , from State Sport Centres Trust VICTORIA MSAC

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 a Customer Experience Supervisor, your primary responsibilities will include:

• Leading the Customer Experience team to deliver exceptional service and memorable experiences for all patrons, members and visitors at the State Netball & Hockey Centre
• Providing day-to-day supervision, coaching and support to team members, setting a positive example and maintaining high standards of customer service
• Managing customer enquiries, resolving complaints and escalating issues where required to ensure positive outcomesSupporting venue operations through roster coordination, shift coverage and communication of daily venue activities that may impact patrons and members
• Working collaboratively with the Customer Experience Manager to support team development, staff inductions, training initiatives and administrative projects

Required skills and Qualifications:

• Proven experience in a customer service, hospitality, recreation or supervisory role
  Strong leadership, communication and interpersonal skills, with the ability to coach and mentor team members
• Ability to manage competing priorities, resolve customer concerns and maintain a positive customer experience
• Demonstrated ability to uphold workplace standards, procedures and organisational values
• Valid Victorian Working with Children Check, First Aid Certificate, CPR Certificate and Australian working rights

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

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