Multi-Site Customer Experience Leader | Community Impact

Council Jobs; Melbourne; On-site; AUD 87,000 - 107,000; Full time

Job summary

The City of Yarra is seeking a dynamic Customer Experience Team Leader to champion service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre, Collingwood Estate Gym and Burnley Golf Course. You will lead reception and membership teams, drive sales, manage rosters, and ensure outstanding service for nearly one million annual visitors.

Reporting to the Customer Experience Coordinator, you will coach staff, optimise front-of-house workflows, and collaborate with

Qualifications

• Proven experience leading reception, customer service, or membership teams across multiple sites.
• Experience coaching, rostering and developing diverse teams while meeting budget targets.
• Strong communication and conflict-resolution skills for escalations.
• Solid understanding of cash reconciliation, POS systems and leisure management/CRM platforms.
• Relevant tertiary qualification or substantial industry experience.

Responsibilities

• Lead & Mentor: Oversee performance, recruitment, onboarding and development of reception and membership teams across multiple sites.
• Drive Service & Sales Excellence: Supervise membership sales and retention, handle escalated inquiries with empathy, support retail operations.
• Rostering & Operations: Build efficient rosters aligned with demands and budget while ensuring compliance and certifications.
• Continuous Improvement: Use leisure systems and feedback to refine front-desk workflows and training.
• Collaborative Communications: Align customer communications with council initiatives, safety protocols, and promotions.

Skills

Leadership

Customer service

Sales

Roster management

Multisite coordination

Education

Tertiary qualification or substantial industry experience

Tools

Leisure management systems

CRM platforms

POS systems

Job description

The City of Yarra is seeking a dynamic Customer Experience Team Leader to champion service excellence across Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre, Collingwood Estate Gym and Burnley Golf Course. You will lead reception and membership teams, drive sales, manage rosters, and ensure outstanding service for nearly one million annual visitors.

Reporting to the Customer Experience Coordinator, you will coach staff, optimise front-of-house workflows, and collaborate with