Duty Manager

Shoalhaven Ex-Services Group; Nowra; On-site; AUD 83,000 - 113,000; Full time

Benefits offered by this job

Five weeks paid leave annually

10 professional development days

$6,000 annual on-shift meal allowance

Gold golf membership

Job summary

Shoalhaven Ex-Services Group is seeking a seasoned Customer Service Manager to lead our hospitality teams across gaming, food and events. This role focuses on delivering warm, respectful service and strong team performance in our Nowra venues, reinforcing our community brand.

You’ll coach staff, manage rostering and onboarding, ensure regulatory compliance, and drive guest satisfaction while upholding our values. This is a community-minded leadership position with room to grow.

Qualifications

• Experience in leading hospitality teams.
• Proven ability to manage performance and coach staff.
• Current RSA and ARCG certifications.
• Willingness to work evenings, weekends and public holidays.

Responsibilities

• Lead from the front, overseeing daily operations across gaming, food and beverage, events and customer service.
• Support a growing team through clear direction, coaching, and recognition.
• Represent our community brand, ensuring members and guests experience a warm welcome and belonging.
• Create memorable experiences, handle enquiries and resolve complaints with care.
• Maintain high standards of responsible service of alcohol and venue safety.

Skills

Leadership

Customer service

RSA certification

ARCG certification

Job description

Be part of our growth. Lead with purpose. Make a local difference.

Our business is growing, our team is expanding, and we’re looking for 2 exceptional hospitality leaders to be part of our continued success.

This is your opportunity to build a rewarding career with a community-focused organisation where great service has a purpose, people are valued and success is shared.

“We care for the Shoalhaven, every person, every time, in everything we do.”

This is our mission, and the heart of our brand.

At Shoalhaven Ex-Services Group, our connection to the community extends well beyond our venues. We bring people together, support local organisations and contribute to initiatives that make a meaningful difference across the Shoalhaven.

We’re proud to support:

• SASSI and domestic violence support initiatives, helping local services support people facing difficult circumstances.
• Invictus and RSL initiatives, honouring our service community and maintaining a strong connection to our ex-service heritage.
• Local sporting clubs and community organisations, through donations and support that encourage participation, connection and belonging.

Across ExServos Nowra and Worrigee Sports, we create places where people feel welcome, from catching up over a meal and celebrating milestones to enjoying sport, entertainment and time with friends.

Our business success helps us continue giving back. Every welcoming interaction, well-run shift and positive guest experience contributes to a stronger organisation, and our capacity to support the community.

When you join us, you become an ambassador for that purpose. You’ll lead a team that takes pride in who we are, what we stand for and the difference we can make together.

What’s in it for you?

You put a lot into looking after your team and your customers. You deserve a workplace that invests in you, celebrates your contribution and gives you time to enjoy life outside work.

At Shoalhaven Ex-Services Group, we offer:

• $97,915 base salary + super + over $10,000 in benefits.
• Four shifts per week, giving you more room for life beyond the roster.
• Five weeks of paid leave annually to rest, recharge and do what you love.
• 10 professional development days annually, plus access to training to strengthen your skills and confidence as a leader.
• $6,000 annual on-shift meal allowance.
• Gold golf membership to enjoy our sporting and lifestyle facilities.
• Recognition worth celebrating, with a rewards and recognition program featuring great awards and Employee of the Year Royal Caribbean cruise prizes.
• The opportunity to grow with us, contributing ideas and developing your leadership within a successful, expanding business.
• A supportive, inclusive team culture where your voice matters and great work gets noticed.

Our values are Respect, Openness, Empowerment and Collaboration, shape how we lead, work together and support one another. We welcome ideas, encourage initiative and celebrate the people who make our venues special.

Your role: Customer Service Manager

Our continued business success and rapidly growing team have created an opportunity for an experienced Customer Service Manager to help lead our next stage of growth.

We’re looking for a practical, approachable hospitality leader who enjoys being on the floor, takes ownership and knows how to bring out the best in people.

You’ll play an important role in maintaining the service, teamwork and operational standards that underpin our success. As our team grows, you’ll help new employees settle in, develop their confidence and understand what it means to represent our community brand.

What you’ll do

• Lead from the front, overseeing daily operations across gaming, food and beverage, events and customer service.
• Support a growing team through clear direction, coaching, constructive feedback and recognition.
• Represent our community brand, ensuring members and guests experience a warm welcome, respectful service and a sense of belonging.
• Create memorable experiences, handling enquiries and resolving complaints with care and confidence.
• Maintain high standards of responsible service of alcohol, responsible conduct of gambling, safety and venue compliance.
• Keep our venues welcoming and well presented, identifying maintenance issues and responding to risks promptly.
• Support rostering, onboarding, training and staff development to build capable teams and deliver efficient service.
• Help shape our continued success, contributing improvements that strengthen customer satisfaction, team performance and business results.

What you’ll bring

• Experience in leadership.
• A warm, professional manner and a passion for customer service.
• The confidence to lead people, manage performance fairly and recognise a job well done.
• Sound knowledge of operational and compliance requirements, with current RSA and ARCG certifications.
• Calm judgement, initiative and the ability to make sound decisions during busy shifts.
• Availability to work evenings, weekends and public holidays.
• Pride in supporting your community and a commitment to our values.

Ready to grow with us?

Build your career with a team that celebrates its people and a business that gives back.

We welcome applications from people of all backgrounds and experiences and are committed to a diverse and inclusive workplace.