Customer Service Officer

Willoughby City Council; Sydney; On-site; AUD 63,000 - 68,000; Part time

Job summary

Willoughby City Council’s Willoughby Leisure Centre is seeking a Customer Service Officer for a permanent part-time role. You will be the first point of contact, delivering friendly, accurate information and handling memberships, bookings and inquiries.

This role requires excellent communication, multitasking and a commitment to inclusive service. You will support programs, front desk operations and a welcoming environment for all visitors.

Qualifications

• Demonstrated experience delivering high-quality customer service.
• Excellent verbal and written communication skills.
• Ability to process transactions and handle enquiries accurately.
• Knowledge of leisure centre operations and customer expectations.
• Willingness to obtain Working with Children Check and First Aid/CPR.

Responsibilities

• Provide exceptional customer service as the first point of contact.
• Process memberships, bookings, transactions and customer requests.
• Maintain knowledge of programs, activities, events and fees.
• Support membership sales and retention through multiple channels.
• Manage telephone and email inquiries professionally.

Skills

Customer service

Communication

Problem-solving

Multitasking

POS systems

Teamwork

First Aid CPR

Tools

Microsoft Office

Job description

Deliver exceptional customer experiences as the first point of contact at Willoughby Leisure Centre.

Permanent Part-time opportunities working 19 hours per week in a dynamic and community-focused environment.

Salary from $63,036.88 - $67,955.24 pro rata per annum plus 12% Superannuation.

Make a Difference Where You Work

As a Customer Service Officer, you will play a key role in providing outstanding service and creating positive experiences for members, visitors, user groups and the wider community.

Reporting to the Customer Service Coordinator, you will be responsible for delivering high-quality frontline customer service across a range of leisure centre activities. You will assist customers with memberships, bookings, enquiries and program information, while supporting the smooth day-to-day operation of the Centre.

This is an exciting opportunity for a customer-focused professional who enjoys working in a fast-paced environment, building positive relationships and contributing to a welcoming and inclusive community facility.

Why Join Us?

Make a Positive Impact:Help create memorable customer experiences for members, visitors and community groups.

Variety in Your Day:Support memberships, bookings, programs, retail sales and customer enquiries in a dynamic leisure environment.

Collaborative Team Culture:Work alongside passionate colleagues dedicated to delivering excellent service and community outcomes.

About the Role:

As the Customer Service Officer, you will:

Provide exceptional customer service and act as the first point of contact for customer enquiries, feedback and complaints.

Process memberships, bookings, transactions and customer requests accurately and efficiently.

Maintain current knowledge of Centre programs, activities, events, membership options and fees.

Support membership sales and retention initiatives through face-to-face, phone and written communication.

Manage telephone and email enquiries professionally, ensuring customers receive accurate and timely information.

Assist with swim school enquiries and other program-related customer requests.

Support the setup and pack down of equipment and booking requirements.

Maintain a welcoming reception environment and ensure retail merchandise is appropriately stocked.

Assist with School Holiday Programs and other Centre activities as required.

Follow opening and closing procedures and ensure compliance with Centre policies and Conditions of Entry.

Contribute positively to a collaborative team environment and support the delivery of excellent customer experiences.

What You’ll Bring:

Current Working with Children Check.

Current First Aid and CPR Certification.

Demonstrated experience delivering high-quality customer service.

Excellent verbal and written communication skills, including professional telephone manner.

Strong interpersonal, problem-solving and conflict resolution skills.

Ability to accurately process transactions and reconcile daily takings.

Proficiency in Microsoft Office applications and customer management systems.

Experience using point-of-sale systems.

Ability to manage multiple tasks and adapt to changing priorities in a fast-paced environment.

Understanding of leisure centre operations and customer expectations.

Ability to work effectively as part of a team.

Appropriate fitness level to assist with the setup and pack down of sports equipment.

Previous experience within a leisure, recreation or customer service environment.

Previous experience in membership sales and retention.

Knowledge of PG software or similar systems.

Pool Lifeguard and/or Swim qualifications.

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

Successful candidates may be required to undertake pre-employment screening including police and qualification checks

Applications close: Sunday, 27 September 2026 at 11:30pm

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.