Team Leader Customer Experience

Overview

As a valued part of Hume City Council's Active Living team, this permanent full-time position offers an annual salary of $83714 plus superannuation. Hume City Council is recognized for its rapid growth and diverse community, prioritizing accessible and efficient customer-centered services.

Key Duties

• Collaborate with the Coordinator Customer Experience and Customer Service Team Leaders across facilities to plan recruitment and onboarding for Customer Service and cafe staff, ensuring adequate staffing including for peak periods.
• Manage rostering, supervise, support, and conduct performance reviews for service and cafe officers, including quarterly appraisals for part-time and regular check-ins for casual employees.
• Assist in delivering outstanding customer service in partnership with leadership teams at various locations.
• Promote and ensure compliance with safety policies, organizational procedures, regulatory standards, and industry best practices to foster a safe workplace.
• Encourage team development by providing coaching, maintaining communication, and managing performance for consistent service quality.
• Oversee training initiatives to maintain and enhance staff skills and industry knowledge.
• Review operational processes and contribute to developing strategies and policies supporting service excellence and compliance.

Experience and Skills Required

• Proven knowledge of current recreation trends and management of diverse recreation programs and services.
• Understanding of public health and safety concerns, relevant policies, and regulations.
• Extensive experience in leisure center environments, with strong familiarity with recreation operations and service delivery standards.
• Demonstrated leadership in managing large teams including recruitment, supervision, and staff development.
• Competence in administrative tasks, marketing strategies, financial processes, promotional activities, and cashiering procedures.
• Excellent interpersonal and communication skills to engage effectively with multicultural community members.
• Effective organizational and management abilities to set priorities, plan workloads, and achieve targets within resource limits.
• Dedication to workplace safety supported by experience implementing WHS policies, procedures, and staff inductions.
• Digital proficiency including Microsoft Office and digital rostering and timesheet platforms.

Mandatory Qualifications

• Relevant tertiary qualifications or substantial professional experience in management, customer service, or leisure operations.
• Current Employee Working with Children Check.
• Valid Level 2 First Aid and CPR certification.
• Possession of a current driver's license.

Additional Information

Hume City Council is committed to nurturing an inclusive, respectful, and collaborative workplace reflecting its shared values of continuous improvement, unity, accountability, and community focus. This role provides a competitive salary with opportunities for professional development in a supportive environment. We encourage applications from candidates of all ages, backgrounds, and abilities, including Aboriginal and Torres Strait Islander peoples and LGBTIQA+ individuals.

Applicants will undergo thorough background checks, including references, Working with Children, and criminal record verifications. The recruitment process may close early when sufficient qualified candidates are identified. For inquiries, please contact the Council's careers team.

Position Description available upon request.