Customer Service Officer

ANU Sport and Recreation Association Inc.; Canberra; On-site; AUD 55,000 - 65,000; Full time

Job summary

ANU Sport and Recreation Association Inc. is seeking a Customer Service Officer at Acton, Canberra. This role involves front-of-house duties, handling member relations, and supporting booking and POS operations.

A part-time option may be considered via job-share arrangements; however, remote work is not possible. The CSO will greet members, process memberships, manage bookings and assist with inquiries across health, fitness and recreation services.

Qualifications

• Exceptional verbal and written communication to interact with staff, members and guests.
• Demonstrating empathy and patience when addressing inquiries and concerns.
• Ability to identify solutions and resolve customer issues efficiently.
• Effective time management to ensure timely responses and organized daily operations.
• Maintain professional appearance and integrity in all customer interactions.

Responsibilities

• Be the welcoming face of the organisation, greet members and guests.
• Process new member applications, renewals and cancellations; keep records updated.
• Manage the booking system and assist with reservations; resolve issues promptly.
• Operate the POS system accurately and report discrepancies.
• Ensure membership forms, price lists and brochures are available and up to date.
• Monitor and maintain stock of merchandise and promotional materials; notify Marketing if updates are needed.
• Coordinate with Facilities and Fitness Centre Officers regarding scheduling and inquiries.
• Collaborate with marketing, sports development, facilities and finance teams as needed.
• Perform additional tasks as directed by ANU Sport Leadership Team.

Skills

Effective communication

Empathy & patience

Problem-solving

Time management

Professionalism & integrity

Tools

Booking system

POS system

Membership database

Job description

Location: Acton, Canberra
Reports to: Customer Service Administrator/Coordinator,

Employment type: Full-time or part-time
Hours: shifts take place between 9:00 am and 5:30pm Monday to Friday

This is a forward-facing customer engagement role, where remote working is not possible.

This can be a full-time role; however, a job-share arrangement may be considered if two or three suitable candidates are seeking part-time employment.

Business weekday hours are 6.00pm – 10.00pm Monday to Friday, and variation to shift times may be considered for the right applicant.

Overview

ANU Sport is an independent incorporated association that delivers sport, fitness and recreation services and opportunities to the ANU Community. ANU Sport is a UniSport Australia and Elite Athlete Friendly University member institution, and the ANU is a member of the Group of 8, Australia’s eight leading universities.

We exist to facilitate connections within the campus community through health, well-being and sport. Our aim is to enhance and grow the opportunities for students and the ANU community to engage in sport, fitness, and recreation, promoting well-being and balanced lifestyles. ANU Sport is responsible for the operation and management of the ANU Sport Fitness Centre and all the University sport and recreation facilities, along with supporting over 30 sport and recreation clubs and delivering social and competitive sporting programs.

About the Role

As a Customer Service Officer (CSO), you will be the face of the business, meeting and greeting all members and patrons whilst performing essential functions. You will play a significant role in supporting the health and wellbeing of the community we serve by providing professional customer service and assistance.

Key Responsibilities

All ANU Sport employees are expected to operate in accordance with established policies and procedures of the association at all times.

The following duties are to be carried out as directed in the ANU Sport Customer Service Manual:

1. Front of House and Facility Service

• Be the welcoming face of the ANU-Sport Organisation, greeting members and guests with a warm and friendly attitude.
• Ensure the cleanliness and orderliness of the front of house area and facility amenities.
• Respond to inquiries, provide information, and assist with member and guest needs promptly and professionally.

2. Completion of membership administration duties

• Effectively handle all membership administration tasks, including processing new member applications, renewals and cancellations.
• Maintain accurate and up-to-date membership records in the database.
• Ensure timely communication with members regarding membership-related matters, such as fees, renewals and benefits.
• Collaborate with the finance department to reconcile membership fees and payments.
• Address member inquiries and concerns related to their membership status.

3. Efficient Management of Booking System

• Ensure that the booking system is operating efficiently and accurately.
• Assist members and guests in making reservations and bookings.
• Resolve any booking-related issues promptly and professionally or escape as required.

4. Use of Point-of-sale System

• Operate and maintain the point-of-sale system accurately.
• Report any issues or discrepancies with the POS system to the appropriate personnel.

5. Availability of Membership Forms, Price Lists and Club Brochures

• Ensure that membership forms, price lists, and club brochures are readily available to members and guests.
• Keep the materials well-organized and up to date.
• Notify Marketing Team if materials require updating.
• Monitor and maintain appropriate stock levels of essential items, including but not limited to merchandise, supplies and promotional materials.
• Collaborate with relevant teams to replenish stock as needed to avoid shortages.

7. Collaborative work

• Communicate efficiently and effectively with Facilities Officers regarding amendments to the facility booking schedule
• Communicate efficiently and effectively with the Fitness Centre Officers regarding appointment requests and enquiries from members and patrons of the fitness centre

8. Support other departments within the ANU-Sport Organisation

• Collaborate with the marketing, sports development, facilities and finance teams within the organisation as needed to provide support.
• Assist management in administrative tasks and special projects.
• Contribute to the achievement of departmental and organisational goals.

9. Other Duties as Directed

• Be flexible and responsive to perform additional tasks and responsibilities as directed by the ANU Sport Leadership Team.

About you

Our ideal candidate is high energy and passionate about sport and physical activity. You are someone who wants to work with good people and make a difference.

ANU Sport is looking for someone who is out-going, a great communicator and a team player who gains energy from face-to-face interactions. In a customer facing role, we are looking for someone who can consistently and steadily perform their role throughout the shift.

Excellent written and oral communication skills, ability to multi-task and the ability to work autonomously are the primary skills required to be a CSO.

We value personality over experience as there is a comprehensive training program that will quickly bring you up to speed of the expectations and responsibilities of a CSO.

Requirements

1. Effective Communication

• Exceptional verbal and written communication skills to interact and build professional working relationships with staff, members, and guests.

2. Empathy and Patience

• Demonstrating empathy and patience when addressing customer inquiries and concerns.

3. Problem-Solving, Critical Thinking Skills and The Use of Initiative

• The ability to quickly identify solutions and resolve customer issues efficiently without the need for escalation to management (where necessary). The use of initiative emphasizes the importance of proactively seeking improvements and innovations in the workplace.

4. Strong knowledge of membership and facility products and the other services ANU-Sport provides

• A thorough understanding of ANU-Sport Fitness Centres membership and service options, ANU-Sport’s facility hire practices and other ANU-Sport Affiliated products and services to provide accurate information to members and guests.
• Willingness to adapt to changing situations, customer needs and evolving processes and procedures.

5. Time Management

• Effective time management skills to ensure timely responses to customer inquiries and maintain well-organized day-to-day operations in the front of house area.

6. Professionalism and Integrity

• Maintaining a professional appearance and demeanour when representing ANU-Sport in all customer interaction and always acting with a high level of integrity, while establishing and maintaining productive working relationships with staff, members, and guests.

Mandatory

• Current Working with Vulnerable People Card

Desirable Qualification and Skills

• Drivers Licence and own vehicle

Our Culture

At ANU Sport we have a strong focus on bringing out the best in people, both our students and our staff. This is reflected in our commitment to professional development and a core belief that supporting staff to grow in their role benefits the entire organisation.

We pride ourselves on our culture that values integrity, community, passion, and being innovative. Through these values and agreed behaviours we strive to be a high-performing team focused on we deliver the best student sport and recreation experience for the University community.