Customer Experience Team Leader - Yarra Leisure

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

Job summary

Yarra Leisure is seeking a Customer Experience Team Leader to champion service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre and other facilities.

You will lead, coach and inspire our Customer Service and Membership Officers, oversee day-to-day reception operations, drive membership sales and retention, and manage rosters within budget to serve nearly one million annual visitors.

Qualifications

• Proven experience leading reception, customer service, or membership teams across multiple sites.
• Demonstrated ability to coach, roster, and develop diverse teams while meeting targets.
• High-level communication and conflict-resolution skills for complex 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/retention, address escalated enquiries with empathy, support retail operations.
• Rostering & Operations: Build efficient rosters aligned with demand and budget while ensuring compliance.
• Continuous Improvement: Use feedback to refine service workflows and training.
• Collaborative Communications: Coordinate customer communications with council initiatives and campaigns.

Skills

Leadership of reception, customer or会员

Coaching, rostering & development

Communication & conflict resolution

Cash handling & POS

CRM or leisure management experience

Education

Relevant tertiary qualification or equivalent

Tools

CRM platforms

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.

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.