Customer Service Manager

Dapto Leagues Club; Dapto; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Above Award EA rates

Five weeks annual leave

Leadership coaching and development

Career progression opportunities

Employee Recognition Program

Employee Assistance Program

Staff meals

Full uniform

Free onsite parking

Discounted golf membership

Supportive leadership team

Job summary

Dapto Leagues Club is seeking an experienced Customer Service Manager to join the Operations Leadership Team on a full-time basis. This senior role oversees multiple hospitality departments and leads large frontline teams to deliver exceptional member and guest experiences.

You will coach others, stay calm under pressure and own venue standards, service delivery and day-to-day operations, with opportunities to grow into senior management and contribute to the club's community-focused Winning

Qualifications

• A minimum of 2 years’ hospitality leadership experience.
• Experience in a registered club environment (preferred).
• Experience across food, beverage and gaming operations.
• Strong leadership, communication and organisational skills.
• The ability to lead large teams and manage competing priorities in a busy venue environment.
• Availability to work a rotating roster across days, nights, weekends and public holidays.
• Current RSA
• Current RCG
• ARCG (or willingness to obtain)
• Driver Licence
• First Aid Certificate (or willingness to obtain)

Responsibilities

• Leading, coaching and developing employees across Gaming, Bars, Restaurant, Café, Reception and Functions.
• Creating exceptional member and guest experiences through strong service standards and visible leadership.
• Managing day-to-day venue operations, including operational readiness, staffing requirements and shift reporting.
• Resolving customer concerns and leading service recovery in a professional and supportive way.
• Supporting labour management, operational efficiency and commercial performance.
• Maintaining outstanding venue presentation and ensuring teams are accountable to service and behavioural standards.
• Leading compliance across RSA, RCG, WHS, security, emergency management and Club procedures.
• Identifying opportunities to improve service, efficiency and profitability.

Skills

Hospitality leadership

Leadership

Communication

Organisation

Job description

Are you an experienced hospitality leader ready to take the next step in your career?

Since 1955, Dapto Leagues Club has been more than just a club, we’re the heart of our community.

Our culture is built on support, accountability, pride and genuine hospitality. Every role contributes to our Winning Aspiration: To be the heart of Dapto, bringing people together through our welcoming atmosphere, engaged team and commitment to quality, whilst supporting our community and ensuring financial security and social responsibility for generations to come.

Our people live our behaviours:

Welcome All

Step Up

Take Pride

Have Fun

We’re passionate about developing our people and promoting from within, with many of our leaders progressing through the organisation into senior management roles.

The Opportunity

We’re looking for an experienced Customer Service Manager (CSM) to join our Operations Leadership Team on a full-time basis. This is much more than a traditional Duty Manager role. As the senior operational leader on shift, you’ll oversee multiple hospitality departments, lead large frontline teams, make important operational decisions and help create exceptional member and guest experiences.

This role would suit someone who enjoys leading from the front, coaching others, staying calm under pressure and taking ownership of venue standards, service delivery and day-to-day operations.

What You’ll Be Doing

As a Customer Service Manager, you will play a key role in supporting safe, efficient and professional Club operations. Your responsibilities will include:

• Leading, coaching and developing employees across Gaming, Bars, Restaurant, Café, Reception and Functions.
• Creating exceptional member and guest experiences through strong service standards and visible leadership.
• Managing day-to-day venue operations, including operational readiness, staffing requirements and shift reporting.
• Resolving customer concerns and leading service recovery in a professional and supportive way.
• Supporting labour management, operational efficiency and commercial performance.
• Maintaining outstanding venue presentation and ensuring teams are accountable to service and behavioural standards.
• Leading compliance across RSA, RCG, WHS, security, emergency management and Club procedures.
• Identifying opportunities to improve service, efficiency and profitability.

What We’re Looking For

To be successful in this role, you will bring:

• A minimum of 2 years’ hospitality leadership experience.
• Experience in a registered club environment (preferred).
• Experience across food, beverage and gaming operations.
• Strong leadership, communication and organisational skills.
• The ability to lead large teams and manage competing priorities in a busy venue environment.
• Availability to work a rotating roster across days, nights, weekends and public holidays.
• Current RSA
• Current RCG
• ARCG (or willingness to obtain)
• Driver Licence
• First Aid Certificate (or willingness to obtain)

Why Join Dapto Leagues Club?

At Dapto Leagues Club, we don’t just fill leadership positions, we develop leaders. As a Customer Service Manager, you’ll have the opportunity to grow your leadership capability through hands‑on operational experience, coaching and development.

You’ll also enjoy:

• Above Award EA rates
• Five weeks annual leave
• Leadership coaching and professional development
• Career progression opportunities across our growing organisation
• Employee Recognition Program
• Employee Assistance Program
• Staff meals
• Full uniform
• Free onsite parking
• Discounted golf membership
• Supportive leadership team

What Success Looks Like

Success in this role means being a confident and approachable leader who can balance people, service, compliance and operational performance. You will help create an environment where employees feel supported, customers feel welcomed, and the venue operates to a high standard.

You’ll be someone who:

• Leads by example and takes pride in presentation and service.
• Builds strong relationships with employees, managers, members and guests.
• Thinks commercially and understands the importance of labour, efficiency and service outcomes.
• Enjoys coaching others and recognising great performance.
• Loves hospitality and creating memorable experiences.

For good company. For great times. For generations. Here’s cheers.