Customer Support Supervisor

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

Benefits offered by this job

Salary packaging

Free onsite parking

16 weeks paid parental leave

Employee Assistance Programs (EAP)

Close to Public transport

Job summary

City of Kingston is seeking a Customer Support Supervisor to lead customer service operations across its aquatic and leisure facilities. You will drive customer experience, supervise staff, and develop service initiatives to keep users informed, supported and engaged.

The role supports the Customer Experience Coordinator, with a focus on standards, staff development and exceptional user experiences in a dynamic community setting.

Qualifications

• Experience in delivering frontline customer service leadership.
• Ability to supervise and support customer service staff on duty.
• Proficiency with Microsoft 365 applications, CRM systems and cash handling procedures.

Responsibilities

• Promoting customer service excellence.
• 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

Skills

Customer service

Communication

Relationship-building

Staff supervision

Microsoft 365

CRM systems

Cash handling

Data management

First Aid Level 2

CPR

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

• Promoting customer service excellence.
• 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.

Enquiries:

For any enquiries about the position, please contact, Jim Harris at [e-mail]

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at [e-mail]

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
• Career development opportunities,
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Social club events
• 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.