Customer Experience Supervisor
2 weeks ago
Work type:
Continuing
- Full-Time
- Continuing
- Located at the Bundoora campus, split between the Sports Park Stadium and Indoor Sports Centre
HEO
- Annual Salary + 17% super
The primary purpose of this position is to work with the Customer Experience Officer (Admin) to facilitate sales, operations, and administration of a range of facilities and experiences delivered by La Trobe Sport and supporting outstanding customer experience across La Trobe University's sport infrastructure.
Duties/requirements at this level may include:
- Work with the Sales & Customer Experience Officer (Admin) to implement business improvements, including processes, policies, and procedures, for the operation of sport infrastructure and services including facility bookings, member services, front of house support and staffing.
- Act as the facility Duty Manager, across the Sports Park Stadium and Indoor Sports Centre, providing leadership to a casual team of Customer Experience Representatives and Duty Managers, inclusive of onthejob training/coaching to maintain operational effectiveness.
- Acts as point of escalation for patron issues/concerns.
- Provides first aid, as required.
- Monitors and takes responsibility of facility and patron usage to ensure established procedures and work requirements are met.
- Receives and responds to customer enquiries to provide the best possible outcome.
- Delivers a range of administrative services in support of existing systems or processes to an agreed quality standard or specification.
- Working a set roster which will include mornings, evenings, and weekends.
Overview of Role Requirements:
- Working a set roster which will include mornings, evenings, and weekends.
- Working an 80/20 split between direct service, acting as the facility Duty Manager, and administration work respectively.
- Additional shifts during these times may be required, dependent on the requirements of the business unit.
- This role requires a range of physical activity requirements inclusive of setting up/packing down and lifting of equipment. Please see Inherent Physical Duties document for reference of physical requirements of the role.
Essential Compliance Requirements
To hold this La Trobe University position the occupant must:
- hold, or be willing to undertake and pass, a Victorian Working With Children Check; AND
- hold, or be willing to undertake and pass, a
Pool Lifeguard Qualification:
(SISSS00111)
- take personal accountability to comply with all University policies, procedures and legislative or regulatory obligations; including but not limited to TEQSA and the Higher Education Threshold Standards
- Please refer to the Position Description for other duties, skills and experience required for this position._
How to apply
Closing date: 11pm Monday 15th May 2023
-
Cover letter;:
-
An up to date resume;
Aboriginal and Torres Strait Islander Applicants
_ All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement_
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