Customer Service Manager (Duty Manager)

Wests Illawarra; Unanderra; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Access to industry leading training

Ongoing staff rewards and recognition

Paid charity leave

Above Award remuneration

Mentoring by leaders

Supportive culture

Job summary

Wests Illawarra invites applications for a Full‑Time Customer Service Manager (Duty Manager) to lead our venue and front‑of‑house team in NSW. The role focuses on delivering exceptional service, staff development and operational excellence on shift.

You will drive guest experiences, uphold standards and collaborate with leadership to achieve business outcomes. RSA/RCG/ARCG preferred; flexible hours include day, night, weekends and public holidays.

Qualifications

• 3+ years' experience in hospitality at any level.
• Previous supervisor experience preferred but not essential.
• Genuine ability to connect with people and develop leadership.
• RSA/RCG/ARCG certification preferred.
• Flexible with day, night, weekend and public holiday work.
• Eligibility to work in Australia (permanent residents or valid work rights).

Responsibilities

• Taking ownership of the venue when on shift.
• Managing, motivating and developing staff.
• Ensuring service standards and a great customer experience.
• Delivering business-focused outcomes for the venue.

Skills

Leadership

Customer service

Staff development

Hospitality

Education

RSA/RCG/ARCG certification

Job description

Are you interested in working for an organisation that stands out? Wests Illawarra is seeking a Full-Time Customer Service Manager (Duty Manager) to join our team. We offer industry-leading training and development opportunities, where the possibilities are limitless. We’re seeking a fresh perspective to leverage existing leadership skills and inspire our team to achieve outstanding performance.

What will we provide you with?

• Access to industry leading professional developmentopportunities– We invest in our team by providing access to exceptional training opportunities. Our managers have received training at prestigious institutions including the University of Nevada- Las Vegas and the Disney Institute in Florida.
• Ongoing Staff Reward and Recognition– We celebrate our team’s hard work through various recognition activities throughout the year. Our reward program includes exciting prizes, experiences and trips, including tickets to State of Origin games, gin tours, Byron Bay coffee tours and an Adelaide Hills wine tour.
• Paid Charity Leave– We encourage our staff to give back to the community by offering paid charity leave, allowing them to engage with our community partners - recent events have included paid volunteering with the Disability Trust at Rollerhawks v Hawks, the Lifeline Book Fair and a packing day with Escabags.
• Above Award remuneration and benefits
• A team of dedicated leaders to mentor and drive your success
• A supportive culture where your opinion is valued

So, what will you be accountable for?

• Taking ownership of the entire venue when on shift
• Managing, motivating and developing our most important asset, our staff
• Ensuring our service standards are met and an amazing Customer Service Experience is delivered
• Delivering business focused outcomes that drive the organisation

Do you have what it takes?

Personal alignment with our values:

• Community
• Integrity
• Vibrancy
• Innovation
• Sustainability

Qualifications and Experience

• 3+ years’ experience in the hospitality industry at any level
• Previous supervisor experience will be highly regarded (but not essential)
• We are searching for someone who can genuinely connect with people and is passionate about leadership development
• An understanding of all aspects relating to club operations and compliance
• RSA, RCG and ARCG (desirable) certification
• Ability to be flexible with work hours which include day, night, weekend and public holiday work
• Applicants must be permanent residents of Australia or possess documentation supporting the eligibility to work within the Country.

Please note only shortlisted applicants will be contacted.

For further information phone[phone]to speak to a member of the People and Culture Team or email them at**************@westsillawarra.com.au