Customer Service Manager

Dee Why RSL Club; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

17.5% annual leave loading

Employee referral program

Discounted Zone Bowling Dee Why

Discounted gym memberships

Daily meal benefits, free coffee ands

Free undercover, onsite parking

Free annual flu vaccinations

Discounted childcare fees

Free Chaplain and EAP support

CommBank Workplace & Employee Banking

Job summary

Dee Why RSL Club is seeking an experienced Customer Service Manager in Sydney to lead a small team of Customer Service Hosts and deliver exceptional service to members and guests both in the gaming room and across the club.

You will report to the Executive Manager - Gaming and drive processes to collect, review, and resolve feedback, complaints, and service recovery opportunities while maintaining strong cross-department collaboration.

Qualifications

• Operational management experience in a customer-facing role, ideally in clubs, gaming or hospitality.
• Extensive people management experience including performance management and staff development.
• Strong interpersonal, communication and time-management skills.
• Passion for delivering exceptional customer and team outcomes and driving positive change.

Responsibilities

• Role-modelling the customer service standards and behaviors that will set the tone for service delivery expectations across the club
• Establishing and maintaining a comprehensive set of customer service processes and standards, to ensure exceptional customer service is consistently delivered to all club members and guests
• Implementing processes to effectively collect, review, resolve and report on all forms of customer feedback, insights, complaints, and service recovery opportunities
• Managing a small team of Customer Service Hosts, including all aspects of their training, development, performance, and service delivery capability
• Providing a point of escalation for significant customer service issues, and ensuring their timely and effective resolution
• Engaging and collaborating with management across all areas of the club, to ensure customer service delivery remains consistent and aligned
• Maintaining a comprehensive understanding of the club’s products, promotions, events, and rewards to ensure such information is effectively communicated to members and guests to optimise participation and engagement
• Fostering a customer-centric culture, focused on continuous improvement of all aspects of the customer experience
• Providing strong leadership to maintain high operational standards, drive outstanding performance, coach and mentor team members, foster a positive and inclusive culture, and ensure effective communication
• Approaching everything you do in a professional, positive, and pro-active manner

Job description

This is an exciting opportunity for an experienced manager to join the team at Dee Why RSL as the Customer Service Manager. Reporting directly to the Executive Manager - Gaming, you will be responsible for managing a small team of Customer Service Hosts, and ensuring the delivery of exceptional service standards to the club’s members and guests, both within the gaming room and across the broader club.

What you’ll be doing

• Role-modelling the customer service standards and behaviors that will set the tone for service delivery expectations across the club
• Establishing and maintaining a comprehensive set of customer service processes and standards, to ensure exceptional customer service is consistently delivered to all club members and guests
• Implementing processes to effectively collect, review, resolve and report on all forms of customer feedback, insights, complaints, and service recovery opportunities
• Managing a small team of Customer Service Hosts, including all aspects of their training, development, performance, and service delivery capability
• Providing a point of escalation for significant customer service issues, and ensuring their timely and effective resolution
• Engaging and collaborating with management across all areas of the club, to ensure customer service delivery remains consistent and aligned
• Maintaining a comprehensive understanding of the club’s products, promotions, events, and rewards to ensure such information is effectively communicated to members and guests to optimise participation and engagement
• Fostering a customer-centric culture, focused on continuous improvement of all aspects of the customer experience
• Providing strong leadership to maintain high operational standards, drive outstanding performance, coach and mentor team members, foster a positive and inclusive culture, and ensure effective communication
• Approaching everything you do in a professional, positive, and pro-active manner

What we’re looking for

• Operational management experience in a customer-facing role – specific experience in the club, gaming, or broader hospitality sector would be highly regarded
• Extensive people management experience, including effective performance management and team development capabilities
• Strong interpersonal, communication, report writing, and time management skills
• Someone who’s passionate about delivering exceptional customer and team outcomes, and driving positive change

What we offer

At Dee Why RSL, we’re committed to providing a supportive and inclusive work environment that encourages personal and professional growth. As the Customer Service Manager, you’ll have the opportunity to develop your skills, and advance your career within a pro-active forward-thinking organisation.

You’ll also have access to a range of employee benefits including:

• 17.5% annual leave loading
• Employee referral program
• Discounted fun at Zone Bowling Dee Why
• Discounted gym memberships at a range of Northern Beaches' gyms
• Daily meal benefits, free coffee and soft drinks
• Free undercover, onsite parking
• Free annual flu vaccinations
• Discounted childcare fees and Dee Why Kindergarten
• Free Chaplain and EAP support
• Free access to CommBank's exclusive Workplace & Employee Banking Program