Team Leader Customer Service

Overview

Hume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible. Empower, Connect and provide opportunities for Activity to all residents and patrons within Hume City Council. Provide high-quality aquatic and recreation opportunities for Hume City Council residents in a safe, friendly and welcoming environment by fostering excellence and professionalism in aquatic operations, facilities and services.

What you'll be doing

• With support from the Coordinator Customer Experience, and in conjunction with Customer Service Team Leaders at all facilities, plan and facilitate recruitment and onboarding of new Customer Service Officers including café staff to ensure an appropriate workforce level is maintained including preparations for peak seasons.
• Maintain appropriate rostering, supervision, support, and performance management of customer service and café officers to ensure the highest standards of safety and service delivery is always provided including completion of annual My Hume Reviews for Part Time staff and routine catch ups with Casual staff.
• Support the Coordinator Customer Experience and in conjunction with Customer Service Team Leaders at all facilities in delivering high quality Customer service.
• Establish and promote an organisational culture committed to safety by compliance with relevant regulations, Organisational Policies and Procedures, standards, guidelines, and industry best practises.
• Ensure that all staff employed at the Centre maintains current required qualifications and skills to carry out the tasks assigned to them.
• Work closely with members of the public, user groups and community groups to ensure that the actions and behaviours of all customers/staff members provide for the safety and enjoyment of both themselves and all other customers/staff members within the centre.
• With support and direction from the Coordinator Compliance and Safety, Coordinator Customer Experience, and in conjunction with the Customer Service Team Leaders at all facilities, plan, deliver and review an ongoing training program to Customer Service Officers and across the Hume Leisure team to ensure they retain a high standard of expertise, skills and abilities meeting industry standards.

The skills and experience you'll bring to the role

• Knowledge and demonstrated understanding of current recreation trends, development, management and evaluation of a wide range of recreation programs and services.
• Knowledge and demonstrated understanding of public health and safety issues, and other relevant guidelines and regulations.
• Demonstrated skills in administration, marketing, and basic financial procedures and processes, promotional and public relation skills and familiarity with cashiering procedures.
• Excellent communication skills and ability to gain cooperation and communicate both verbally and in writing to a broad range of people from diverse backgrounds and cultures.
• Ability to interact effectively with customers, identify customer needs and expectations, deal with difficult customer situations, decide the appropriate action and respond accordingly and present a positive Council image.
• Effective public speaking and writing skills including the delivery of training relevant to customer services.

Required Certifications & Qualifications

• Tertiary qualifications relating to leisure, sport or recreation management, including human resource and customer service disciplines or lesser formal qualification with relevant experience in customer service coordination and delivery.
• Provide First Aid Certificate
• Working With Children Check (WWCC)
• Current Driver's Licence.
• Desirable - Current Pool Lifeguard Award.

Why Hume City Council?

A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:

• We're better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.
• We're in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.
• We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.
• All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment. A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

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