Customer Experience Supervisor

Council Jobs; Melbourne; On-site; AUD 76,000 - 81,000; Full time

Benefits offered by this job

Annual leave loading 17.5%

Professional development

Accrued day off every four weeks

Salary packaging

Purchase leave

Study support

Discounted gym memberships

Parental leave 16 weeks

EAP

Public transport access

Onsite parking

Job summary

Kingston City Council is seeking a Customer Experience Supervisor for Kingston's Aquatic and Leisure facilities to lead frontline teams and drive sales and retention initiatives. You will supervise staff, assist with rostering and training, and promote programs to members and visitors, delivering outstanding customer experiences.

Flexibility with working arrangements, full-time employment, and a supportive team culture are offered as part of a role that combines leadership with hands-on customer

Qualifications

Responsibilities

• Drive sales, membership retention and customer engagement activities to maximise participation across our facilities.
• Supervise and support excellence amongst Customer Experience staff, assisting with rostering, training and day-to-day operations.
• Respond to customer enquiries, feedback and complaints, ensuring excellent service outcomes.
• Promote facility programs, activities, and partnership opportunities amongst customers, schools, clubs and community groups.

Skills

Customer service

Relationship building

Staff supervision

Sales and retention targets

Microsoft 365 & CRM

CPR certification

Tools

CRM systems

Microsoft 365

Job description

Job Task Analysis - Aquatic & Leisure Customer Service

• Step into a fast paced and rewarding leadership role at Kingston's aquatic and leisure facilities
• Exciting full-time role
• Flexible working arrangements available
• $76,383 - $81,228 per annum plus superannuation (dependent on experience)
• Location: Waves Leisure Centre and Mordi Aquatic Centre

Join our team

As a Customer Experience Supervisor, you will drive customer engagement and business growth initiatives, inspire frontline teams, and play a key role in maximising participation and high-quality experiences across Kingston's Aquatic and Leisure Centre's.

About the role

We are seeking a driven and customer-focused Customer Experience Supervisor to support the Customer Experience Coordinator in leading sales and retention initiatives and delivering exceptional customer experiences. In this role, you will oversee day-to-day customer interactions, drive sales and retention initiatives, and assist with staff supervision and training, all with the goal of delivering exceptional experiences for members and visitors. You will play a vital role in promoting programs and services while fostering a welcoming and inclusive environment across our facilities.

Responsibilities include

• Drive sales, membership retention and customer engagement activities to maximise participation across our facilities.
• Supervise and support excellence amongst Customer Experience staff, assisting with rostering, training and day-to-day operations.
• Promptly and expertly respond to customer enquiries, feedback and complaints, ensuring excellent service outcomes.
• Actively promote facility programs, activities, and partnership opportunities amongst customers, schools, clubs and community groups.

Your Skills and Experience

• Experienced delivering to and reporting against sales and retention goals and targets
• Strong customer service and relationship building skills, with the ability to engage a diverse community.
• Demonstrated experience supervising staff within a customer service environment.
• Experience using Microsoft 365, CRM systems and other business applications.
• Current CPR certification, with aquatic and leisure industry experience highly regarded.

The right candidate will be able to demonstrate the City of Kingston’s values of

We make a difference ǀ We show care and respect ǀ We take pride in our work ǀ We are better together

Benefits of Working at Kingston

• Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
• Learning and development opportunities through professional development programs
• Access to accrued day off every four weeks (Full time employees only)
• Salary Packaging
• Purchase leave options
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Close to Public transport
• Free Onsite parking

For further information visit our website Join our team - City of Kingston

Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.

We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.

To be considered for this role, applicants must have the legal right to work in Australia.

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at ***************@kingston.vic.gov.au

Enquiries:

For any enquiries about the position, please contact, Jim Harris at **********@kingston.vic.gov.au