Multi-Site Leisure Customer Experience Leader

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

Benefits offered by this job

Community Impact

Inclusive Culture

Climate Leadership

Job summary

Yarra Leisure is seeking a Customer Experience Team Leader to champion service excellence, member retention and high front-of-house standards across our leisure and aquatic facilities.

Reporting to the Customer Experience Coordinator, you will lead and coach teams at Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre, Collingwood Estate Gym and Burnley Golf Course, managing day-to-day reception operations, driving membership sales and retention within budget across multiple

Qualifications

• Proven experience leading reception, customer service or membership teams across multiple sites.
• Ability to coach, roster, and develop diverse teams while meeting operational and budget targets.
• High-level communication and conflict-resolution skills for escalations.
• Solid understanding of cash reconciliation and POS systems; familiarity with CRM platforms.

Responsibilities

• Oversee performance, recruitment, onboarding and development of reception and membership teams across sites.
• Supervise membership sales and retention; address escalated customer inquiries with empathy.
• Build and maintain efficient staff rosters aligned with budget targets.
• Utilise feedback and systems to refine service workflows and training.
• Coordinate customer communications with council initiatives and campaigns.

Skills

People leadership

Customer service leadership

Multi-site roster management

Budget awareness

Communication & conflict resolution

Education

Tertiary qualification or equivalent experience

Tools

CRM platforms

POS systems

Leisure management software

Job description

Yarra Leisure is seeking a Customer Experience Team Leader to champion service excellence, member retention and high front-of-house standards across our leisure and aquatic facilities.

Reporting to the Customer Experience Coordinator, you will lead and coach teams at Richmond Recreation Centre, Fitzroy Pool, Collingwood Leisure Centre, Collingwood Estate Gym and Burnley Golf Course, managing day-to-day reception operations, driving membership sales and retention within budget across multiple