Customer Service Manager

Central Coast Leagues Club; Gosford; On-site; AUD 90,000 - 120,000; Full time

Job summary

Central Coast Leagues Club is seeking an experienced Customer Service Manager to lead our Front of House CSM Team. Reporting to senior management, this role is responsible for the day-to-day leadership of the venue's Front of House team, ensuring exceptional customer service, operational efficiency, and compliance with all legislative and Club requirements.

The Customer Service Managers are the direct supervisors of all Front of House employees and play key roles in developing staff capability,

Qualifications

• Extensive hospitality or club operations experience with leadership background.
• Exceptional customer service and relationship-building skills.
• Strong conflict resolution, negotiation, and decision-making abilities.
• Excellent communication and time management.
• Ability to lead and train Front of House staff.
• Flexible roster availability including evenings and weekends.
• RSA, RCG, ARCG certifications and First Aid certification.
• Experience with busy bar and espresso service.

Responsibilities

• Provide day-to-day leadership to Front of House employees.
• Lead, coach, mentor, and develop Front of House staff to high standards.
• Train new employees on club procedures and service expectations.
• Coordinate inductions and ongoing staff development with HR.
• Manage rosters, shift changes and staffing requirements.
• Handle escalated customer enquiries and incidents professionally.
• Maintain compliance with liquor, gaming, WHS and Club policies.
• Monitor performance and provide regular training and feedback.
• Lead by example in professionalism and service.
• Collaborate with other departments for seamless operations.
• Perform bar and coffee service to support operations.

Skills

Hospitality leadership

Customer service

Conflict resolution

Communication

Staff management

Roster management

Problem solving

Espresso service

Bar service

RSA

RCG

ARCG

First Aid

Tools

First Aid training

Job description

Central Coast Leagues Club is seeking an experienced, motivated, and professional Customer Service Manager to join our Front of House CSM Team. Reporting to senior management, this role is responsible for the day-to-day leadership of the venue's Front of House team, ensuring exceptional customer service, operational efficiency, and compliance with all legislative and Club requirements.

The Customer Service Managers are the direct supervisors of all Front of House employees and play key roles in developing staff capability, maintaining service standards, resolving customer issues, and fostering a positive and professional workplace culture.

This position requires a hands-on leader who is comfortable leading by example, working alongside the team during busy service periods, and making sound decisions in a fast-paced hospitality environment. There are 6 CSMs, making teamwork a highly desirable skill.

Key Responsibilities

Provide day-to-day leadership, supervision, and support to all Front of House employees.

Lead, coach, mentor, and develop Front of House staff to ensure consistently high service standards.

Conduct the practical training of new employees, ensuring they are competent in Club procedures, systems, and customer service expectations.

Work closely with the Human Resources team to coordinate inductions, mandatory training, and ongoing staff development.

Manage roster variations, shift changes, and operational staffing requirements to ensure adequate venue coverage.

Handle escalated customer enquiries, complaints, and incidents professionally, using sound judgement and effective problem-solving skills.

Support managers and employees in resolving operational issues while maintaining a positive customer experience.

Maintain compliance with liquor, gaming, workplace health and safety, and Club policies.

Monitor employee performance and provide regular training, feedback, and support.

Assist with performance management where required.

Ensure the venue is presented to the highest standard at all times.

Work collaboratively with other departments to ensure seamless venue operations.

Perform operational duties, including bar service and coffee preparation, as required to support business operations and provide practical staff training.

Lead by example in professionalism, customer service, and workplace conduct.

Skills & Experience

The successful applicant will demonstrate:

Extensive experience in hospitality or club operations, with previous leadership or management experience.

Exceptional customer service skills with the ability to build positive relationships with members, guests, and employees.

Strong conflict resolution, complaint handling, and negotiation skills.

Excellent judgement, discretion, and the ability to make confident decisions in challenging situations.

Proven ability to solve problems calmly and effectively under pressure.

Outstanding communication and interpersonal skills.

Strong organisational and time management abilities.

Experience managing staffing levels, roster variations, and daily operational requirements.

The ability to remain professional while working in a fast-paced, high-pressure environment.

Confidence in leading, motivating, and holding employees accountable.

A positive, approachable, and outgoing leadership style balanced with the ability to make firm and consistent decisions.

Current Responsible Service of Alcohol (RSA).

Current Responsible Conduct of Gambling (RCG).

Current Advanced Responsible Conduct of Gambling (ARCG).

First Aid Certificate.

Demonstrated ability to competently prepare espresso coffee.

Demonstrated competency working behind a busy bar, including beer, wine, spirits, and beverage service.

Ability to train and assess new Front of House employees in bar and service procedures.

Availability to work a flexible roster, including evenings, weekends, public holidays, and extended shifts when operationally required.

Ability to work long hours during peak trading periods.

Experience working within a registered or licensed club environment.

What We Offer

Opportunity to lead an established Front of House team within a respected community club.

Supportive management and collaborative working environment.