Customer Service Officer

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

Benefits offered by this job

12% Superannuation

Job summary

Willoughby Leisure Centre is seeking a Customer Service Officer to deliver outstanding frontline service as the first point of contact for members, visitors and user groups. You will handle memberships, bookings, enquiries and program information while supporting daily operations with a friendly, inclusive approach.

This part-time, 19-hour-per-week role offers a community-focused environment under Willoughby City Council, with duties spanning memberships, retail sales, enquiries, and School

Qualifications

• Demonstrated experience delivering high-quality customer service.
• Current Working with Children Check.
• Current First Aid and CPR Certification.
• Proficiency in Microsoft Office applications and customer management systems.
• Experience using point-of-sale systems.
• Knowledge of PG software or similar systems.
• Pool Lifeguard and/or Swim qualifications.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Teamwork

MS Office

Cash handling

POS systems

Education

Working with Children Check

First Aid & CPR Certification

Pool Lifeguard / Swim qualifications

Tools

PG software

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, 25 October 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.