Customer Support Supervisor

Council Jobs; Melbourne; On-site; AUD 76,000 - 81,000; Full time

Benefits offered by this job

Yearly leave loading 17.5%

Learning and development opportunities

Accrued day off every four weeks

Salary Packaging

Study/development assistance

Discounted gym memberships

Parental leave 16 weeks

Employee Assistance Programs (EAP)

Close to Public transport

Free Onsite parking

Job summary

Kingston City Council is seeking a Customer Support Supervisor to lead customer service operations across Kingston's aquatic and leisure facilities. The role focuses on delivering exceptional experiences, staff development, and ensuring informed, engaged facility users.

Based at Waves Leisure Centre and Mordi Aquatic Centre, you will supervise front desk teams, manage cash handling, rostering and reporting, and implement initiatives that heighten customer satisfaction in a fast-paced environment.

Qualifications

• Strong customer service, communication and relationship-building skills.
• 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.

Responsibilities

• 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

Staff supervision

Cash handling

CRM systems

Data management

Microsoft 365

Tools

CRM systems

Microsoft 365

Job description

Job Task Analysis - Aquatic & Leisure Customer Service

• 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

Enquiries:

For any enquiries about the position, please contact, Jim Harris at **********@kingston.vic.gov.au

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.