Member Services Team Leader

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

Are you a natural people leader who thrives on creating exceptional 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 a passionate and energetic Member Services Team Leader to lead our frontline team and help deliver outstanding experiences for our members, guests, and visitors.

About the Role

Reporting to the Member Engagement & Events Manager, you will lead the day-to-day operation of our Member Services function, providing leadership, coaching and support to a team dedicated to delivering exceptional customer experiences.

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

Key Responsibilities

• Lead daily Member Services operations across reception and customer touchpoints.
• Coach, mentor and develop team members to achieve exceptional 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 and efficiently.
• 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.

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 service teams.
• Strong understanding of customer service principles and operational processes.
• Demonstrated ability to coach, motivate and lead team members.
• Excellent organisational, communication and problem-solving skills.
• Ability to work effectively in a fast-paced customer-facing environment.
• Experience within recreation, fitness, aquatic, hospitality or leisure environments.
• Previous retail leadership experience.
• Current First Aid Certificate.
• Current Food Safety Certificate.
• NSW Working With Children Check (or the ability to obtain one).
• 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