Customer Service Supervisor - Aquatic

Bayside Council; Bayside Council; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

3 extra days off at Christmas

Sick leave 15 days per year

Health and wellbeing days 2 days per }

Parental leave entitlements

Job summary

Bayside Council’s Aquatic Centres team seeks an experienced Customer Service Supervisor to oversee daily reception and kiosk operations at Angelo Anestis Aquatic Centre, with potential support at Botany Aquatic Centre. The role involves frontline leadership, supervision of staff, and delivering high-quality customer service in a busy, seven-day operation.

The successful candidate will coordinate memberships, Learn to Swim administration, bookings and enquiries, while ensuring safe, efficient

Qualifications

• Experience supervising customer service staff in a high-volume environment.
• Strong customer service, communication and problem-solving skills.
• Experience managing memberships, bookings, administration or point-of-sale operations.
• Desirable knowledge of aquatic, leisure, recreation, hospitality or similar service environments is desirable.
• Current First Aid and CPR certificate.
• NSW Food Safety Supervisor Certificate.
• NSW Working with Children Check.

Responsibilities

• Lead and support frontline Reception and Kiosk teams in a high-volume aquatic environment.
• Coordinate daily customer service operations including memberships, Learn to Swim administration, bookings, and customer enquiries.
• Support and guide staff to deliver professional, consistent, and customer-focused service.
• Manage escalated customer enquiries and operational issues in a timely and solutions-focused manner.
• Oversee kiosk operations including stock control, food safety compliance, and cash handling processes.
• Monitor operational priorities throughout shifts to ensure efficient workflow and service delivery.
• Support onboarding and on-the-job training of Customer Service and Kiosk staff.
• Work collaboratively with operational teams to maintain safe, welcoming, and well-presented facilities.
• Contribute to a positive team culture focused on collaboration, accountability, and continuous improvement.

Skills

Customer service leadership

Team supervision

Problem solving

Communication

Education

First Aid & CPR certificate

NSW Food Safety Supervisor Certificate

NSW Working with Children Check

Tools

POS systems

Cash handling

Job description

• An exciting opportunity to join our Aquatic Centres team
• Based at Angelo Anestis Aquatic Centre (Bexley)
• Providing leadership in the delivery of quality customer service to patrons

Our team

At Bayside Council, our Aquatic Centres are vibrant community hubs focusing on delivering exceptional customer experiences, promoting health and wellbeing and providing safe and welcoming environments for our community.

Our Customer Service team plays a critical role in the day-to-day operations of our aquatic facilities, supporting customers across memberships, Learn to Swim, kiosk services, program, bookings and general enquiries. We are committed to creating a positive team culture that values collaboration, professionalism, accountability and outstanding service.

This is an exciting opportunity to join a fast-paced and community focused environment where no two days are the same.

About the role

We are seeking an experienced and motivated Customer Service Supervisor to oversee the daily operations of Reception and Kiosk services at our Aquatic Centres.

Reporting to the Customer Service Coordinator, this role provides frontline leadership and operational supervision to Customer Service Officers and Kiosk staff, ensuring the delivery of high-quality customer service, efficient administration, and safe, effective operations.

This role is ideal for a proactive and hands-on leader who enjoys working in a dynamic environment and thrives on supporting teams, solving problems, and delivering positive customer experiences.

This position is based at Angelo Anestis Aquatic Centre however the successful candidate may be required to support and work at Botany Aquatic Centre as needed. This is a front-line position and the successful candidate may be required to cover front desk opening and closing shifts and kiosk shifts, including weekends. As the Aquatic Centres operate seven days a week between 5am to 11pm, the 35-hour working week will be scheduled flexibly across these operational hours.

You can also expect to:

• Lead and support frontline Reception and Kiosk teams in a high-volume aquatic environment.
• Coordinate daily customer service operations including memberships, Learn to Swim administration, bookings, and customer enquiries.
• Support and guide staff to deliver professional, consistent, and customer-focused service.
• Manage escalated customer enquiries and operational issues in a timely and solutions-focused manner.
• Oversee kiosk operations including stock control, food safety compliance, and cash handling processes.
• Monitor operational priorities throughout shifts to ensure efficient workflow and service delivery.
• Support onboarding and on-the-job training of Customer Service and Kiosk staff.
• Work collaboratively with operational teams to maintain safe, welcoming, and well-presented facilities.
• Contribute to a positive team culture focused on collaboration, accountability, and continuous improvement.

About you

You are an organised and customer-focused operational leader with experience supervising frontline customer service teams in a fast-paced environment.

You enjoy supporting staff, coordination daily operation and building positive relationships with customers and colleagues alike. You can confidently manage competing priorities, resolve issues professionally and maintain high service standards under pressure.

To be successful in this role, you will have:

• Experience supervising customer service staff in a high-volume environment.
• Strong customer service, communication and problem-solving skills.
• Experience managing memberships, bookings, administration or point-of-sale operations.
• Experience with cash handling, reconciliations and POS systems.
• Desirable Knowledge of aquatic, leisure, recreation, hospitability or similar service environments is desirable.
• Current First Aid and CPR certificate.
• NSW Food Safety Supervisor Certificate.
• NSW current Working with Children Check.
• This position requires flexibility to work across a 7-day roster including early mornings, evenings and weekends in line with operational requirements.

Our benefits and culture

As an organisation, we pride ourselves in offering a flexible working environment centred on delivering great outcomes for our customers, whether internal or external. The Business Transformation team have a strong culture of collaboration and delivering exciting new initiatives.

On top of the competitive salary, our people enjoy:

• 3 extra days off during Christmas each year
• 15 days sick leave each year.
• 2 days health and wellbeing days each year
• Generous parental leave entitlements

Applicants may be required to satisfactorily undertake a Criminal History Check, Medical and/or Working with Children check in accordance with the position.

Bayside Council is proud to be both an Equal Opportunity Employer and a Child-Safe Organisation. We are committed to fostering a diverse, inclusive, and safe workplace where all individuals regardless of background, experience, or identity, feel valued and respected. We also recognise the rights of children and young people to feel safe when accessing Council services, and we strive to maintain an environment that promotes their safety and wellbeing. All hiring decisions are based solely on individual merit and alignment with requirements of the role. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in touch with our Talent Acquisition team to discuss their needs in confidence.