Member Experience Officer

U@MQ; Ryde; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Gym access

Staff wellbeing program

Vibrant campus environment

Health insurance discounts

Campus Life discounts

Job summary

Macquarie University Sport and Aquatic Centre (MUSAC) seeks a Member Experience Officer to deliver high‑level service to members and guests, driving membership acquisition and retention. You will handle queries in person, by phone and email, and support end‑to‑end bookings and administration.

The role requires weekend, early morning and evening availability, with opportunities to contribute to customer experience improvements and be part of a vibrant university campus community.

Qualifications

• Experience in a front-line customer facing role.
• Proven success in achieving sales targets.
• Proven record in customer experience and continuous improvement.
• Strong interpersonal and communication skills to collaborate with staff, students and stakeholders.
• Excellent organisational and time management skills and attention to detail.
• Proficient in MS Office, including database management.

Responsibilities

• Provide a consistent and high level of service to members and guests to drive acquisition and member retention.
• Respond to customer queries in-person, over the phone and via email.
• Execute acquisition and retention strategies to sell memberships.
• Follow policies for memberships, point of sale, cash handling, bookings and related admin.
• Respond to feedback to continuously improve the customer experience.

Skills

Front-line customer service

Sales target achievement

Customer experience

Interpersonal skills

Organisational skills

MS Office

Tools

Microsoft Office suite

Job description

Our Member Experience team is a key function within our centre. As one of our Member Experience Officers you will be:

• Providing a consistent and high level of service to members and guests to drive acquisition and member retention.
  
• Responding to and actioning customer queries in-person, over the phone and via email.
  
• Executing acquisition and retention strategies and campaigns to sell memberships.
  
• Following established processes and procedures for memberships, point of sale transactions, cash handling, end-to-end venue hire bookings, and administration processes associated with the Centres operations and safety policy.
  
• Respond to member and guest feedback, providing constructive information to continuously improve outcomes that support a positive customer experience.
  

About You

To be successful in this role you will need:

• Proven experience in a front-line customer facing role.
  
• Demonstrated success in achieving sales targets, prioritising tasks, and meeting deadlines.
  
• A proven record of accomplishment in the area of customer experience and continuous improvement.
  
• Well-developed interpersonal and communication skills including the ability to work collaboratively and to establish, build and maintain respectful and ethical relationships with staff, students, and other key stakeholders.
  
• Excellent organisational and time management skills and attention to detail.
  
• Proficient skills in Microsoft Office applications, including database management.
  

This role requires a criminal history check, First Aid and CPR certificate. Standard work hours will require you to be available on weekends, early mornings and evenings to meet the needs of the business.

About Us

Macquarie University Sport and Aquatic Centre (MUSAC) is a multi-purpose venue designed to help meet all the health, fitness and sporting needs of our members and guests. Our facilities include a 6-lane heated indoor pool, and an 8-lane outdoor heated Olympic-sized swimming pool. The centre features a fully equipped health club, group and virtual fitness classes, squash courts, gymnastics / aquatics programs and social sports.

Macquarie University Sport Fields operates 7 days a week, our facilities include 5 professional playing fields which accommodates a variety of events, stadium lighting, canteen and BBQ areas, and four change rooms.

• Complementary Macquarie University Sport & Aquatic Centre gym access
  
• Access to our staff wellbeing program and staff support services
  
• Working on a vibrant parkland campus, with a huge variety of food & beverage outlets, and general practice & hospital amenities
  
• Access to discounted corporate health insurance and employee flu shot program
  
• Staff discounts at Campus Life operated hospitality outlets
  

If you need any support or reasonable adjustments through this recruitment process, please let us know so we can provide the support you need.

Applications Close: Tuesday 20th of October 2026 at 11:00PM (AEDT)