Customer Experience Team Leader

Council Jobs; Melbourne; On-site; AUD 87,000 - 107,000; Full time

Job summary

The City of Yarra is seeking a dynamic Customer Experience Team Leader to champion service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre, Collingwood Estate Gym and Burnley Golf Course. You will lead reception and membership teams, drive sales, manage rosters, and ensure outstanding service for nearly one million annual visitors.

Reporting to the Customer Experience Coordinator, you will coach staff, optimise front-of-house workflows, and collaborate with

Qualifications

• Proven experience leading reception, customer service, or membership teams across multiple sites.
• Experience coaching, rostering and developing diverse teams while meeting budget targets.
• Strong communication and conflict-resolution skills for escalations.
• Solid understanding of cash reconciliation, POS systems and leisure management/CRM platforms.
• Relevant tertiary qualification or substantial industry experience.

Responsibilities

• Lead & Mentor: Oversee performance, recruitment, onboarding and development of reception and membership teams across multiple sites.
• Drive Service & Sales Excellence: Supervise membership sales and retention, handle escalated inquiries with empathy, support retail operations.
• Rostering & Operations: Build efficient rosters aligned with demands and budget while ensuring compliance and certifications.
• Continuous Improvement: Use leisure systems and feedback to refine front-desk workflows and training.
• Collaborative Communications: Align customer communications with council initiatives, safety protocols, and promotions.

Skills

Leadership

Customer service

Sales

Roster management

Multisite coordination

Education

Tertiary qualification or substantial industry experience

Tools

Leisure management systems

CRM platforms

POS systems

Job description

Customer Experience Team Leader – Yarra Leisure

Classification: Band 6 starting from $97,222.14 + Super + RDO

Employment Type: Permanent - Full-time

Location: City of Yarra (supporting Richmond Recreation Centre, Fitzroy Pool & Collingwood Leisure Centre)

About the Role

Are you an energetic, customer-centric people leader who thrives in a fast-paced community environment?

Yarra Leisure is seeking a motivated Customer Experience Team Leader to champion service excellence, member retention, and high front-of-house standards across our premier leisure and aquatic facilities.

Reporting directly to the Customer Experience Coordinator, you will lead, coach, and inspire our Customer Service and Membership Service officers across Richmond Recreation Centre, Fitzroy Swimming Pool, Collingwood Leisure Centre, Collingwood Estate Gym and Burnley Golf Course. You will oversee day-to-day reception operations, drive membership sales and retention, manage multi-site rosters within budget, and ensure nearly one million annual visitors receive exceptional service every time they walk through our doors.

Key Responsibilities

• Lead & Mentor: Oversee the performance, recruitment, onboarding, and ongoing development of reception and membership teams across multiple sites.
• Drive Service & Sales Excellence: Supervise membership sales and retention functions, address escalated customer enquiries with empathy and efficiency, and support retail operations.
• Rostering & Operations: Build and maintain efficient staff rosters aligned with operational demands and budget targets while tracking compliance and certifications.
• Continuous Improvement: Utilise leisure management systems and customer feedback to refine service workflows, front-desk processes, and team training.
• Collaborative Communications: Coordinate customer communications in alignment with broader council initiatives, safety protocols, and promotional campaigns.

What You Bring

• Proven experience leading reception, customer service, or membership teams (experience within a multi-site leisure, recreation, or high-volume service environment is strongly regarded).
• Demonstrated ability to coach, roster, and develop diverse teams while meeting operational and budgetary targets.
• High-level communication and conflict-resolution skills, with the ability to turn complex escalations into positive customer outcomes.
• Solid understanding of cash reconciliation, point-of-sale systems, and leisure management or CRM platforms.
• Relevant tertiary qualification or equivalent substantial industry experience.

Mandatory Requirements

• Current Working with Children Check (Employee)
• Satisfactory National Police Check
• Current First Aid & CPR certifications
• Valid Victorian Driver’s Licence

Why Work With Us?

• Community Impact: Support programs that directly enhance the physical and mental health of the Yarra community.
• Inclusive Culture: Join an organisation committed to inclusivity, accountability, collaboration and curiosity.
• Climate Leadership: At Yarra, every job is a climate job—we embed sustainability and climate resilience into everyday decision-making.

Applications close

Monday 9 November 2026, 11:55PM.

Additional Information

This position is subject to satisfactory Police Check, Working with Children Check, First Aid & CPR qualification prior to commencement. Pre-employment checks are not used by Yarra City Council to prevent any applicant from applying for this position. Each application will be considered on its merits.

At Yarra Every Job is a Climate Job!

Acting on the climate emergency requires that we change the way we think, make decisions, and prioritise action. We must embed proactive climate responses in the ways we govern, live our lives, and conduct our work. Every choice we make today and into the future will have an impact; this is true for Council and the community.

Yarra's Commitment to Diversity

Yarra City Council is committed to being a child safe organisation and supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as gay, lesbian, bisexual, transgender, intersex or queer.

We draw pride and strength from our diversity, remain open to new approaches and actively foster an inclusive workplace that celebrates the contribution made by all our people.