Customer Experience Supervisor
- Lead Recreation Centres customer experience across multiple sites.
- Full-time limited tenure role for up to 12 months.
- Banded salary from $90,586.08 per annum + super.
We Are East Gippsland Shire Nestled in a stunning natural environment, East Gippsland boasts breathtaking landscapes from the ocean to the mountains and has a tight-knit community. East Gippsland Shire Council employs dedicated locals, passionate about supporting the needs of our community. East Gippsland Shire Council manages 2 recreation centres, 2 outdoor pools and a splash park, providing our residents with safe and enjoyable places for exercise and play.
The Opportunity: As our Customer Experience Supervisor, you’ll lead our customer service teams across our recreation centres in reception, memberships, café and online services. You’ll champion exceptional customer service ensuring a seamless experience for our community.
Key Responsibilities
- Drive customer service excellence across sites, ensuring consistency and quality.
- Oversee membership attraction, retention, and online engagement.
- Lead, mentor, and develop customer service teams.
- Manage café operations, merchandising, and customer-facing systems.
- Administer budgets, rosters, and service contracts.
This is a full-time, limited tenure position for up to 12 months to cover a period of leave. The incumbent will work from Bairnsdale and Lakes Entrance.
What we’re looking for (Key Selection Criteria)
- Demonstrated experience in delivering a high level of Customer Experience
- Demonstrated experience and or understanding in Membership attraction and retention.
- Demonstrated experience in marketing and running promotions.
- Demonstrated experience in developing teams.
- Demonstrated experience in supervision of teams across a number of sites.
If successful, you will need to undertake a police check, pre-employment medical and psychometric testing and hold an employee WWCC. You must also be legally entitled to work in Australia.
Things We’re Proud Of:
- Council offers flexible work arrangements to suit your lifestyle, including hybrid work flexibility, monthly ADO’s and purchased leave.
- We will support your continued professional development and training through study, workshops and conferences.
- Council has a significant organisational focus on creating a diverse and inclusive workplace.
- We create engaging community initiatives that make a difference across the whole shire.
- We’re focused on your wellbeing, providing access to our EAP, an active social group and a Health and Wellbeing committee promoting regular health initiatives.
Excited? We want to hear from you! Please submit:
- A cover letter detailing your interest and the skills you will bring to the role.
- A current resume with your experience, qualifications, and 2 referees.
- Answers to the following questions relating to the KSC:
- Tell us about your experience leading customer service teams across several locations? What is your approach to managing a dispersed team? How have you successfully led your team(s) in the past?
- How do you ensure your team has a customer focussed approach in everything they do? What strategies have you used when staff weren’t prioritising the customer?
- In the first six months in this role what would you implement to ensure our facilities are meeting best practice standards?
- Describe the marketing strategies you’ve implemented to improve membership, sales and customer retention.
Applications close at 11.59pm on 30 January 2025.
Questions?For a confidential discussion about the position or to learn more, please contact Kris Wain, Manager Recreation Facilities and Services on 5153 9500
East Gippsland Shire Council is committed to being a diverse and inclusive organisation that supports flexible and accessible working arrangements for all. This includes people with disabilities, Aboriginal and Torres Strait Islander people, LGBTIQA+ individuals, and people from diverse cultural and linguistic backgrounds.
East Gippsland Shire Council is committed to upholding the Child Safe Standards and has a zero tolerance for child abuse and harm. A valid Working With Children Check is required for applicable positions.
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