Customer Experience Supervisor

State Sport Centres; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Free parking

Gym membership

Discounts

Court hire

Training & development

Flexible work arrangements

EAP

Inclusive environment

Job summary

The Victorian State Sport Centres Trust (SSCT) is seeking a dynamic leader to head the Customer Experience team at the State Netball & Hockey Centre. You will oversee daily service delivery to patrons, members and visitors, ensuring memorable experiences across peak times and busy events.

You will supervise and coach frontline staff, manage enquiries and complaints, and support roster coordination and venue operations.

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.

Responsibilities

• 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 outcomes
• Supporting 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

Skills

Leadership

Customer service

Communication

Mentoring

Multi-tasking

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:

• 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 outcomes
• Supporting 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.

Why is this a great place to work?

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.

• 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.

Successful applicants will be required to provide a current