Member Experience Officer

Macquarie University; Sydney; Sur place; AUD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Complementary gym access

Staff wellbeing program

Campus amenities access

Discounted corporate health insurance

Staff discounts at campus outlets

Résumé du poste

Macquarie University Sport and Aquatic Centre (MUSAC) is seeking a Member Experience Officer to deliver high-quality service to members and guests and drive membership acquisition and retention. The role is based in a busy gym environment on campus.

You will respond to queries in person, over the phone and by email, execute acquisition campaigns, and follow established membership and POS processes, including cash handling and venue bookings. Weekend and after-hours availability is required.

Qualifications

• Proven experience in a front-line customer facing role.
• Proven ability to achieve sales targets and meet deadlines.
• Experience in customer experience and continuous improvement.
• Well-developed interpersonal and communication skills with staff, students and stakeholders.
• Excellent organisational and time management skills; proficient in MS Office.

Responsabilités

• 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 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.
• Respond to member and guest feedback, providing constructive information to continuously improve outcomes that support a positive customer experience.

Connaissances

Front-line customer service

Sales targets achievement

Customer experience

Interpersonal skills

Time management

Attention to detail

Outils

MS Office

Database management

Description du poste

Macquarie University – Macquarie University NSW

PRIMARY DETAIL

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. 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.

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

Applications Close:

27/08/2026 11:59 PM

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.

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. To learn more about our culture and hiring process, visit our Jobs at Macquarie page.