Member Experience Officer

Macquarie University Hospital; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Complementary gym access

Staff wellbeing program

Campus discounts

Onsite parking

Professional development

Onsite childcare facilities

Employee assistance program

Job summary

Macquarie University Sport and Aquatic Centre is seeking a proactive customer service professional to join our Member Experience team. You will engage with gym members and guests, drive membership acquisitions and retention, and respond to queries in person, by phone, and email.

Ideal candidates will have proven front-line service experience, a track record of hitting sales targets, and strong interpersonal skills.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Front-line customer service

Sales experience

Customer experience improvement

Interpersonal communication

Organisational skills

Tools

Microsoft Office

Job description

About the Role

An exciting and fast-paced customer service role based in a busy gym that contributes to a great experience for our members. Our Member Experience team is a key function within our centre.

• 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

• 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.

Benefits

• 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

Application Deadline

Applications Close: 20/09/2026 11:59 PM

Our Values

A Place Where You Belong At Macquarie, we believe diversity makes us stronger, inclusion drives our success, and belonging inspires us to do our best work. We are proud to foster a community where different backgrounds, identities, and experiences are valued, and where our people are empowered to thrive through supportive leadership, shared responsibility, and a deep commitment to genuine care and respect for our community. Find out more about our vision for a truly inclusive workplace in our Diversity, Inclusion and Belonging Framework.

Our values — Collective Ambition, Purposeful Collaboration, Bold Innovation, and Genuine Care — are at the heart of everything we do and by living our values, we unlock the true potential of You to the Power of Us. Our values guide how we work, lead and support one another. We know Macquarie is at its best when we live our values every day.

Fostering Belonging

Our Diversity, Inclusion and Belonging Framework 2024-2028 and our Flexible Work approach support Macquarie’s vision by building a community where everyone truly feels safe and like they belong. We acknowledge the richness of each individual’s identity and the potential that brings. This diversity amplifies You to the Power of Us and creates an inclusive environment that leads to better outcomes for all. Through a nurturing and fair environment, we are a workplace that enables you to balance both your personal needs and professional goals.

Flexible Work

At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace.

Culture & Hiring Process

To learn more about our culture and hiring process, visit our Jobs at Macquarie page. At Macquarie University, our human equation for success is You to the Power of Us. It’s an invitation for you to bring your passion and purpose to a campus powered by human collaboration, and where the potential of every person multiplies our ability to achieve remarkable things. Hear from our Vice Chancellor Bruce Dowton.

What We Offer

What we offer? When you join Macquarie University, you gain access to a supportive, flexible workplace designed to help you thrive.

• Flexible, hybrid work arrangements
• 17% Superannuation
• Subsidised onsite parking options
• Extensive training and professional development programs
• Onsite childcare facilities to support working parents
• Onsite vacation care during school holidays
• Discounted health insurance
• Subsidised membership at our Sport & Aquatic Centre
• Access to an Employee Assistance Program for free and confidential support
• Convenient onsite GP, imaging, and physiotherapy clinics

Discover Our Beautiful Campus

Just 15km from Sydney’s CBD and with access to Australia’s only dedicated university metro station, our Wallumattagal Campus in Macquarie Park offers a vibrant and inspiring place to work—right in one of the world’s greatest cities.

Privacy Policy

For further information about how the University, collects, uses and discloses personal information about you, refer to the privacy policy.