Team Leader Customer Service - Hume City Council

About Hume City Council

Hume City Council is recognised as one of Australia's fastest expanding and culturally diverse councils. We prioritise our customers and community by delivering services that are both effective and accessible. Our Active Living team fosters a culture that is united, proactive, inclusive, and unmatched. We seek individuals who share these values and aspire to contribute meaningfully.

Role Overview

The Team Leader Customer Experience will oversee the operations of the frontline reception and cafe teams within our leisure facilities. This role emphasizes delivering exceptional service to residents by ensuring a safe, inclusive, and welcoming atmosphere. You will lead daily front-facing activities, ensure procedure adherence, and cultivate a culture of excellence and continuous improvement.

Key Responsibilities

• Collaborate with the Coordinator Customer Experience and other Customer Service Team Leaders to plan recruitment and onboarding of new Customer Service Officers and cafe staff, maintaining appropriate staffing including preparation for busy periods.
• Manage rostering, supervise, support, and conduct performance management for customer service and cafe staff, ensuring safety and service standards are consistently met. This includes quarterly reviews for part-time employees and regular check-ins with casual staff.
• Assist in delivering top-quality customer service alongside management and team leaders across facilities.
• Promote a culture dedicated to safety by ensuring compliance with regulations, organizational policies, standards, and industry best practices.
• Encourage team growth through effective communication, coaching, and managing performance to maintain high service standards.
• Coordinate training programs to keep staff updated with industry standards, skills, and knowledge.
• Monitor operational systems and contribute to strategy and policy development to ensure service excellence and administrative compliance.

Required Skills and Experience

• Thorough understanding of recreation industry trends and program management.
• Knowledge of public health, safety concerns, and relevant regulatory guidelines.
• Extensive experience working within Leisure Centre environments, emphasizing recreation services.
• Proven leadership capabilities managing sizable teams, including recruitment, supervision, and professional growth.
• Competence in administration, marketing, fundamental financial tasks, promotions, public relations, and cashiering.
• Excellent interpersonal and communication skills able to connect with a culturally diverse community.
• Organizational aptitude to prioritize tasks, devise work schedules, and achieve goals within resource limits.
• Commitment to workplace safety with experience enforcing WHS policies, conducting inductions, and procedures.
• Demonstrated ability to lead teams and enhance customer service quality.
• Digital proficiency including Microsoft Office and digital rostering/timekeeping systems.

Certifications and Qualifications

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

Why Choose Hume City Council?

As a leading local government entity, we promote an inclusive, collaborative environment shaped by core values such as continual improvement, mutual respect, accountability, and community focus. We offer a competitive salary, development prospects, and a supportive workplace.

Diversity and Inclusion

Hume City Council is a child safe and equal opportunity employer welcoming applications from all age groups, people with disabilities, Aboriginal and Torres Strait Islander peoples, LGBTIQA+ individuals, and culturally diverse backgrounds.

Additional Information

Applicants will undergo background and probity checks including references, Working with Children Checks, and criminal record verifications.
For queries, please contact the council's career office directly.
Applications are reviewed continuously until sufficient qualified candidates are received.
Refer to the official Position Description for more details.