Membership & Engagement Supervisor

City of Swan; Perth; On-site; AUD 87,000 - 104,000; Full time

Benefits offered by this job

Leave entitlements

Superannuation 17%

Wellness program

Study assistance

Free parking

Travelsmart allowance

Job summary

City of Swan's Swan Active Ellenbrook centre is seeking a Membership & Engagement Supervisor to lead a friendly front-line team, help members find the right memberships, and create a welcoming, community-focused experience across in-person, phone and online channels.

You will establish customer service procedures, train your staff, promote programs, coordinate room bookings, monitor budgets, and build relationships with clubs and groups to grow participation.

Qualifications

• Demonstrated experience supervising a customer service team.
• Ability to support membership growth and retention through strong relationships.
• Strong communication across ages, abilities and cultural backgrounds.
• Resolve customer concerns and staff issues professionally.
• Experience using customer feedback and performance data to improve services.
• Experience promoting services and creating content across social media.
• Confidence using CRM/POS and centre management systems.
• Solid organisational skills and prioritisation abilities.

Responsibilities

• Lead, roster, coach and develop the customer experience team with clear expectations.
• Develop strategies to support the customer journey, membership growth and retention.
• Build relationships with current and prospective members and community groups.
• Monitor feedback and trends, resolve enquiries and identify service improvements.
• Coordinate room bookings from enquiry to completion with standards.
• Prepare and monitor reception and merchandise budgets and stock.
• Promote programs, create engaging digital content and manage social media interactions.
• Support use of centre management, self-service kiosks, access control and POS.
• Review processes and report performance for continuous improvement.

Skills

Team leadership

Membership growth

Community engagement

Customer service excellence

Social media management

Staff development

Communication skills

Budget management

Education

Certificate IV in Business Administration or Customer Service

Retail or equivalent experience

Tools

CRM systems

POS systems

Centre management systems

Self-service kiosks

Job description

At Swan Active Ellenbrook, our people will be at the heart of what we do. We're building a friendly, energetic team taht will help get advice, try something new and feel part of their community.

We have a permanent full-time opportunity for a Membership & Engagement Supervisor to help shape the customer experience at our new centre. You’ll lead a team that makes people feel welcome, supports them to find the right membership and gives them reasons to keep coming back.

Working alongside the Leisure Centre Coordinator and other supervisors, you’ll share ideas, build community relationships and support your team to deliver friendly, helpful service in person, over the phone and online.

Before opening, you’ll help establish customer service procedures, train and prepare your team, and bring membership promotions and community activities to life. It’s an opportunity to help create a place where staff enjoy working and customers feel they belong.

Key accountabilities include, but are not limited to;

• Lead, roster, coach and develop the customer experience team, setting clear service expectations and managing performance.
• Develop and implement strategies that support the customer journey, membership growth, retention and community participation.
• Build relationships with current and prospective members, community clubs, groups and agencies.
• Monitor customer feedback and participation trends, resolve enquiries and complaints, and identify opportunities to improve services.
• Coordinate room bookings from enquiry to completion, ensuring booking requirements and presentation standards are met.
• Prepare and monitor reception and merchandise budgets, manage stock and support merchandise sales and profitability.
• Promote the centre’s programs and services, develop engaging digital content and oversee customer interactions on social media in line with Swan Active’s strategy.
• Support the effective use of centre management systems, self-service kiosks, access control and point of sale systems.
• Review customer service processes and report on performance to support informed decisions and continuous improvement.

About you

You are an approachable leader who enjoys developing people, building relationships and helping customers feel welcome and confident using our services.

You Bring:

• Demonstrated experience supervising a customer service team, including rostering, coaching and staff development.
• The ability to support membership growth and retention through strong customer relationships and effective service delivery.
• Strong communication skills and the ability to engage with people of different ages, abilities and cultural backgrounds.
• Sound judgement and the ability to resolve customer concerns and staff issues professionally.
• Experience using customer feedback, participation trends and performance information to improve services.
• Experience promoting services and creating content across social media platforms.
• Confidence using customer management and point of sale systems, and supporting customers with digital and self-service options.
• Strong organisational skills and the ability to manage competing priorities, budgets and resources.
• Certificate IV in Business Administration and/or Customer Service and/or retail or equivalent relevant experience.
• Demonstrated experience in a customer service supervisory role.
• Demonstrated experience leading teams.
• Sound written and verbal communication skills.
• Working knowledge and active use of social media platforms.
• Current First Aid Certificate.
• A satisfactory National Police Certificate

For more information about the role, please refer to the position description.

About working with us

The salary for this position will be from $87,442.94 to $103,792.55 per annum, depending on the skills and experience of the successful applicant.

You will also enjoy benefits, including

• Excellent leave entitlements, e.g. purchase additional leave, Local Government public holiday
• Generous superannuation contributions up to a total combined 17 per cent
• Comprehensive employee wellness program
• Generous study assistance (terms and conditions apply)
• Free parking options available
• Travelsmart allowance to support public transport use or cycling to work.

About the City

The City of Swan covers 1,042 square kilometres, representing nearly 20 per cent of the Perth metropolitan area. It includes 42 suburbs from Bullsbrook to Bushmead, Ballajura to Gidgegannup, and it is among the fastest-growing regions in Western Australia. The City is home to the iconic Swan River and the internationally celebrated Swan Valley, founded in 1829. It is a sought-after destination to live, work, and visit, combining quality services and amenities with a beautiful natural setting.

The area also holds profound cultural importance for the Whadjuk Noongar people, reflecting more than 40,000 years of connection to the Derbal Yerrigan (Swan River). Today, the City is a dynamic and diverse community, where one in three residents was born overseas, and one in five speaks a language other than English at home.

Our purpose is to improve the quality of life for our community by delivering our vision of ‘one city, diverse people, culture and places’ through shared values of respect, excellence, accountability and leadership.

At the City of Swan, we are committed to recruiting and retaining the right people and creating a great place to work. We offer our employees real careers, real impact, and real rewards.

We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ+, with disability, a culturally and linguistically diverse background, and people of all ages.

The City of Swan reserves the right to commence shortlisting and interviews earlier than the closing date. The City also reserves the right to close the vacancy early; therefore, if you are interested in this position, please submit an application as early as possible.

If a vacancy arises within the City (Swan Active) for the same position but another location and an applicant(s) is reviewed as suitable they will be contacted by the reporting line responsible for filling the vacancy to discuss the opportunity available.

If the applicant is interested in the role a meeting or formal interview may be arranged to discuss the position, expectations and requirement in more detail. If successful following standard HR pre-employment approvals, a direct appointment will be made from this recruitment.