Customer Support Supervisor

City of Kingston; Melbourne; On-site; AUD 76,000 - 81,000; Full time

Benefits offered by this job

Yearly leave loading

Professional development opportunities

Study/development assistance

Discounted gym memberships

16 weeks paid parental leave

Employee Assistance Programs (EAP)

Close to Public transport

Free onsite parking

Job summary

City of Kingston is seeking a Customer Support Supervisor to lead customer service operations across our aquatic and leisure facilities. You will ensure users are informed, supported and engaged while developing staff and delivering customer-first initiatives.

The role offers flexible working arrangements and is based at Waves Leisure Centre and Mordi Aquatic Centre, with opportunities to implement engaging service standards across locations.

Qualifications

• Strong customer service and relationship-building skills.
• Experience supervising staff in a fast-paced customer service environment.
• Proficiency with Microsoft 365, CRM systems, and administrative processes (cash handling, data management).
• Current First Aid (Level 2) and CPR certifications preferred in aquatic/leisure settings.

Responsibilities

• Supervise and support customer service staff on duty, promoting service excellence and adherence to procedures.
• Respond to customer enquiries, feedback and complaints with accurate information about facilities, programs and services.
• Coordinate front desk processes including cash handling, reconciliations, compliance reporting, rostering and stock control.
• Create a welcoming environment to support delivery of facility programs and events.

Skills

Customer service

Staff supervision

Communication

Relationship-building

Cash handling

Data management

Tools

Microsoft 365

CRM systems

Job description

• Step into a customer focused leadership role supporting Kingston's aquatic and leisure facilities
• Dynamic and rewarding full-time role
• Flexible working arrangements available
• $76,383 - $81,228 per annum plus superannuation (dependent on experience)
• Location: Waves Leisure Centre and Mordi Aquatic Centre

Join our team

As the Customer Support Supervisor, you'll lead customer service operations, deliver exceptional user experiences and support staff development across our aquatic and leisure facilities.

About the role

We are seeking an experienced Customer Support Supervisor to assist the Customer Experience Coordinator in delivering customer service excellence across Kingston's Aquatic and Leisure Centres. This vital role will help shape customer service standards and expectations through engaging and customer first activities and initiatives. Through the provision of excellent staff supervision and support, the role will ensure facility users are informed, supported and positively engaged every time they visit.

Responsibilities include

• Supervising and supporting customer service staff on duty, promoting service excellence and adherence to procedures
• Respond to customer enquiries, feedback and complaints while providing accurate and timely information about facilities, programs and services
• Coordinate front desk administrative processes including cash handling, reconciliations, compliance reporting, rostering and stock control
• Deliver a welcoming environment for all users to support the successful delivery of facility programs, services and events

Your Skills and Experience

• Strong customer service, communication and relationship-building skills with the ability to engage a diverse community
• Demonstrated experience supervising staff within a fast-paced customer service environment
• Proficiency in Microsoft 365 applications, CRM systems and administrative processes, including cash handling and data management
• Current First Aid (Level 2) and CPR certification, with experience in an aquatic and leisure environment highly regarded

The right candidate will be able to demonstrate the City of Kingston’s values of

• We make a difference
• We show care and respect
• We take pride in our work
• We are better together

Don’t meet every single requirement for this role? At Kingston Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn’t perfectly align to the criteria we encourage you to submit your application.

To be considered for this role, applicants must have the legal right to work in Australia.

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at ***************@kingston.vic.gov.au

About Kingston

Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.

We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.

Benefits of Working at Kingston

• Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
• Learning and development opportunities through professional development programs
• Access to accrued day off every four weeks (Full time employees only)
• Salary Packaging
• Purchase leave options
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Close to Public transport
• Free Onsite parking

For further information visit our website Join our team - City of Kingston

Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.

We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.