Member Services Lead - Frontline Team with Free Gym

West HQ; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Complimentary daily meal

Free gym membership

Job summary

Sydney Gymnastic & Aquatic Centre (SGAC) seeks a passionate Member Services Team Leader to guide our frontline team and enhance experiences for members, guests and visitors. The role focuses on on-floor leadership, coaching and hands-on support to elevate service standards.

You will oversee daily Member Services operations, develop staff, manage rosters and contribute to the centre’s retail and hospitality initiatives, ensuring smooth, professional interactions across all touchpoints.

Qualifications

• Minimum 2 years' experience leading customer service teams.
• Strong understanding of customer service principles and operational processes.
• Ability to coach, motivate and lead team members.
• Excellent organisational and communication skills.
• Experience in recreation, fitness, aquatic, hospitality or leisure environments.
• Current NSW Working With Children Check or ability to obtain.

Responsibilities

• Lead daily Member Services operations across reception and customer touchpoints.
• Coach, mentor and develop team members to achieve service standards.
• Manage staff rosters, workforce planning and resource allocation.
• Foster a positive, professional and customer-focused culture.
• Deliver exceptional member and guest experiences at every interaction.
• Monitor service standards and customer engagement.
• Resolve member enquiries, complaints and escalated service matters professionally.
• Maintain accurate membership, transaction and customer records.
• Support retail, café and promotional initiatives across the centre.
• Drive retail performance and contribute to achieving commercial outcomes.

Job description

Sydney Gymnastic & Aquatic Centre (SGAC) seeks a passionate Member Services Team Leader to guide our frontline team and enhance experiences for members, guests and visitors. The role focuses on on-floor leadership, coaching and hands-on support to elevate service standards.

You will oversee daily Member Services operations, develop staff, manage rosters and contribute to the centre’s retail and hospitality initiatives, ensuring smooth, professional interactions across all touchpoints.