Team Leader Customer Experience

Overview

Hume City Council, one of Australia's rapidly expanding and culturally diverse councils, is recruiting a permanent full-time Team Leader Customer Experience for the Active Living team. This role is based in Craigieburn, Victoria and offers an annual salary of $83714 plus superannuation. The position focuses on delivering exceptional customer service within leisure facilities by leading the frontline reception and cafe teams, creating a safe, inclusive, and welcoming environment for community members.

Key Responsibilities

• Collaborate with the Coordinator Customer Experience and customer service team leaders across facilities to plan and execute recruitment and onboarding processes for new Customer Service Officers and cafe employees, ensuring adequate staffing for peak periods.
• Manage rostering, supervision, and performance of customer service and cafe staff, performing regular performance reviews including quarterly evaluations for part-time and routine check-ins for casual employees.
• Support the delivery of superior customer service standards alongside the Coordinator and other team leaders.
• Champion a workplace culture committed to safety by adhering to relevant regulations, organizational policies, procedures, and industry best practices.
• Foster team growth through effective communication, coaching, and performance management to maintain high-quality service delivery.
• Oversee continuous training initiatives, ensuring staff maintain up-to-date industry knowledge, skills, and competencies.
• Monitor operational systems and contribute to the development of strategies, policies, and administrative compliance aimed at optimizing customer service excellence.

Required Skills and Experience

• Comprehensive knowledge of current recreation trends, with experience in developing, managing, and evaluating diverse recreation programs and services.
• Solid understanding of public health and safety regulations relevant to the leisure industry.
• Extensive background in leisure centre environments, with proven expertise in service delivery and recreation management.
• Strong leadership capabilities demonstrated through team coordination, staff recruitment, supervision, and professional development.
• Administrative proficiency including marketing, finance basics, promotional activities, public relations, and cashiering processes.
• Excellent interpersonal and communication skills with an ability to engage effectively with individuals from varied cultural and community backgrounds.
• Exceptional organization and management skills enabling priority setting, schedule planning, and meeting goals within resource limits.
• Commitment to workplace health and safety through implementation of WHS policies, procedures, and staff training.
• Proven digital literacy with proficiency in Microsoft Office and digital rostering and timesheet platforms.

Qualifications and Certifications

• Relevant tertiary qualifications or considerable industry experience in management, customer service, or leisure operations.
• Current Employee Working with Children Check.
• Valid Level 2 First Aid and CPR certification.
• Current Driver’s License.

Why Join Hume City Council?

Hume City Council is a recognized leader in local governance, fostering an inclusive and collaborative workplace aligned with core values encouraging ongoing improvement, teamwork, accountability, and community focus. Employees benefit from competitive salary packages, professional development opportunities, and a supportive work culture. The council is a child safe organisation and an equal opportunity employer embracing diversity across age, ability, cultural background, and identity.

Additional Information

Applicants will undergo comprehensive background checks, including references, Working with Children Check, and criminal record screening. The recruitment may conclude upon receipt of a sufficient number of qualified candidates, so early application is advised.