Member Services Team Leader

Sydney Gymnastic and Aquatic Centre; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Complimentary daily meal

Free gym membership

Job summary

Sydney Gymnastic and Aquatic Centre in Sydney seeks a confident Member Services Team Leader to guide frontline staff, coach and develop a team, and relentlessly deliver exceptional experiences for members, guests and visitors across all touchpoints.

You will manage rosters, workflow planning, and resource allocation, foster a positive customer-focused culture, handle enquiries and complaints professionally, and drive retail and membership services while maintaining accurate records in a

Qualifications

• Experience leading customer service teams.
• Strong customer service principles and processes.
• Ability to coach, motivate and lead team members.
• Excellent organisational and communication skills.
• Ability to work in a fast-paced customer-facing environment.
• Experience in recreation, fitness, aquatic, hospitality or leisure.
• Retail leadership experience.
• Current First Aid and Food Safety certificates.
• NSW Working With Children Check (or ability to obtain).
• Availability across a 7-day roster including mornings, days, nights, weekends and public holidays.

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.
• Drive retail performance and contribute to commercial outcomes.

Skills

Leadership

Customer service

Coaching

Staff rostering

Communication

Problem solving

People management

Team motivation

Education

First Aid Certificate

Food Safety Certificate

NSW Working With Children Check

Job description

Sydney Gymnastic and Aquatic Centre – Rooty Hill NSW

Are you a natural people leader who thrives on creatingexceptional customer experiences? Do you enjoy coaching teams,solving problems, and making a positive impact every day?

At Sydney Gymnastic & Aquatic Centre (SGAC), we're looking for apassionate and energetic Member Services Team Leader to lead ourfrontline team and help deliver outstanding experiences for ourmembers, guests, and visitors.

About the Role

Reporting to the Member Engagement & Events Manager, you will leadthe day-to-day operation of our Member Services function, providingleadership, coaching and support to a team dedicated to deliveringexceptional customer experiences.

This is a hands-on leadership role perfect for someone whoenjoys being on the floor, supporting their team, engaging withmembers and continuously improving the customer experience.

Key Responsibilities

• Lead daily Member Services operations across reception andcustomer touchpoints.
• Coach, mentor and develop team members to achieve exceptionalservice standards.
• Manage staff rosters, workforce planning and resourceallocation.
• Foster a positive, professional and customer-focusedculture
• Deliver exceptional member and guest experiences at everyinteraction.
• Monitor service standards and customer engagement.
• Resolve member enquiries, complaints and escalated servicematters professionally and efficiently.
• Maintain accurate membership, transaction and customerrecords.
• Drive retail performance and contribute to achieving commercialoutcomes.

About You

You are a confident leader who genuinely enjoys helping people,developing teams and creating memorable customer experiences.

• Minimum 2 years' experience leading customer serviceteams.
• Strong understanding of customer service principles andoperational processes.
• Demonstrated ability to coach, motivate and lead teammembers.
• Excellent organisational, communication and problem-solvingskills.
• Ability to work effectively in a fast-paced customer-facingenvironment.
• Experience within recreation, fitness, aquatic, hospitality orleisure environments.
• Previous retail leadership experience.
• Current First Aid Certificate.
• Current Food Safety Certificate.
• NSW Working With Children Check (or the ability to obtainone).
• Availability to work across a 7-day roster, including:mornings, days, nights, weekends and public holidays

Why Join SGAC?

• Be part of a vibrant, community-focused business
• Lead a passionate and dedicated frontline team
• Opportunity to make a genuine impact on member experiences
• Ongoing professional development and leadership growth
• Complimentary daily meal and free gym membership