Customer Experience Supervisor - Flexible Aquatics Lead

Aquatic Leisure; Melbourne; Hybrid; AUD 76,000 - 81,000; Full time

Benefits offered by this job

Yearly annual leave loading (17.5%)

Professional development opportunities

Accrued day off every four weeks

Salary Packaging

Purchase leave options

Study/development assistance

Discounted gym memberships

16 weeks paid parental leave

Employee Assistance Programs (EAP)

Close to public transport

Free onsite parking

Job summary

Kingston City Council in Melbourne's south-east is seeking a Customer Experience Supervisor to lead sales and retention initiatives and drive exceptional customer experiences across Waves Leisure Centre and Mordi Aquatic Centre. You will support the Customer Experience Coordinator, oversee daily customer interactions, and supervise staff while promoting programs to members and visitors.

The role requires strong customer service skills, experience guiding teams, plus CPR certification.

Qualifications

• Experience 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.

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.
• 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.

Skills

Sales and retention goals

Customer engagement

Staff supervision

Microsoft 365

CRM systems

CPR certification

Tools

Microsoft 365

CRM systems

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

Don’t meet every single requirement for this role? At Kingston Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn’t perfectly align to the criteria we encourage you to submit your application.

How to Apply

To learn more about this role, please view the full Position Description on our Careers website

If you are interested in this opportunity, please submit your resume and a cover letter outlining your experience and how it relates to the role. To apply, please click the ‘Apply’ button.

All applications must be submitted online through our careers portal. Please note that we do not accept applications or inquiries from recruitment agencies

Enquiries:

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

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

About Kingston

Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.

We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.

Benefits of Working at Kingston

At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us:

• 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.

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