Customer Service Officers - Leisure Centres

Hume City Council; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary package

Professional development opportunities

Supportive work environment

Job summary

Hume City Council is seeking a Customer Service Officer to be the first point of contact at our Leisure Centres across multiple locations. You will create a welcoming, inclusive environment and engage with visitors to promote programs such as swim school and fitness memberships.

You will deliver front-line service at reception and cafe9, support daily operations, and work with lifeguards and instructors to ensure safe, positive experiences for all customers.

Qualifications

• Experience delivering customer service in a leisure, aquatic or community recreation setting.
• Strong administration and cash handling skills.
• Ability to promote Centre programs and services to members and visitors.
• Commitment to safe, inclusive and community-focused service.

Responsibilities

• Create a welcoming, inclusive environment across aquatic, fitness, and recreation areas.
• Engage with members to understand needs and promote programs (swim school, group fitness, gym memberships, events).
• Deliver high-quality front-line service at reception, café/kiosk and program areas.
• Support safe experiences by coordinating with lifeguards, instructors, and duty managers.
• Prepare and handle food and beverages per council policies and health regulations.

Skills

Frontline customer service

Administration and cash handling

Promoting services and programs

Education

Working with Children Check

Level 2 First Aid

CPR certificate

Food Safety Certificate

Pool Lifeguard Certificate

Job description

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The Customer Service Officer is responsible for providing a positive customer service experience as first point of contact at our Leisure Centres.

Locations include

• Splash Aqua Park and Leisure Centre
• Craigieburn Sports Stadium
• Broadmeadows Aquatic and Leisure Centre
• SunburyAquatic and Leisure Centre

What you’ll be doing:

• Create a welcoming, inclusive and community-focused environment for all visitors across aquatic, fitness, and recreation areas, ensuring every interaction reflects Hume’s commitment to exceptional service.
• Engage with members and guests to understand their needs, actively promoting Centre programs such as swim school, group fitness, gym memberships, sports competitions, and community activities.
• Deliver high-quality front-line customer service across reception, café/kiosk and program areas, supporting the smooth day-to-day operation of a busy leisure facility.
• Support safe and enjoyable experiences by working collaboratively with lifeguards, instructors, and duty managers to maintain a positive Centre environment.
• Prepare and handle food and beverages in accordance with Council policies, food safety legislation, and relevant health regulations within café/kiosk operations.

The skills and experience you’ll bring to the role:

• Experience in a leisure, aquatic, fitness, or community recreation environment, with a strong understanding of diverse customer needs including families, children, and culturally diverse communities.
• Demonstrated ability to deliver excellent customer service in a fast-paced, multi-service environment, aligned with Hume City Council’s Service First commitment.
• Strong administration and financial management skills, including point-of-sale systems, bookings, program enrolments (e.g. swim school and stadium programs), and accurate cash handling and reconciliation.
• Commitment to maintaining a safe environment by identifying, reporting, and responding to incidents, hazards, and customer feedback in line with Centre procedures.
• Ability to confidently promote Centre services and programs, contributing to member retention, participation growth, and community engagement across Hume Leisure facilities.
• Knowledge of (or willingness to learn) compliance requirements including health regulations, food safety standards, and operational procedures within a leisure centre setting.
• A team-focused approach, with the ability to work collaboratively across departments including aquatics, fitness, customer experience, and programs.

Required Certifications & Qualifications:

• Experience in front line customer service provision and administration in a similar centre or organisation with a primary focus on the promotion and sales of goods and services.
• Working with Children Check
• Level 2 First Aid
• CPR certificate
• Food Safety Certificate
• Experience in aquatic and leisure centres or stadiums.
• Pool Lifeguard Certificate

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day

We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together

At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up

We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume

We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

For any queries, please contact us at *******@hume.vic.gov.au.