Customer Experience Trainee

3 weeks ago

Abbotsford, Australia AFL GEELONG FOOTBALL CLUB Full time

**ABOUT THE ROLE**

AFL SportsReady currently has an exciting position available for someone wanting to pursue a career in the Other industry.
- As the successful applicant, you will:

- Be employed by AFL SportsReady.
- Work on-site with AFL GEELONG FOOTBALL CLUB
- Study for an accredited qualification: Certificate III in Business

**WHY SHOULD YOU WORK WITH US?**

Our Traineeships are the best way to fast-track your career. We will provide you with the real skills and experience needed to succeed when first starting your career.
- As the successful applicant, you will:

- GET PAID: Earn while you learn (National Training Wage)
- GET EXPERIENCE: Real work-place experience with AFL GEELONG FOOTBALL CLUB
- GET EDUCATED: Combine work with education and study for a fully funded qualification
- GET NETWORKED: Build a network of key industry contacts
- GET SUPPORTED: Dedicated AFL SportsReady staff members (Field Officers and Educators) will support you every step of the way
- GET INTO UNI: Direct entry and course credit to one of our University partners (Conditions apply, visit University partners for details)
- GET A HEAD START: Experience + Education + Networks

If you are an Aboriginal and/or Torres Strait Islander, you will also receive one-on-one mentoring support and networking

**DUTIES & RESPONSIBILITIES**
- Customer Experience & Engagement
- Support the Customer Experience Team in the delivery of exceptional customer experiences and membership sales
- Provision of information to members and prospects via all inbound/ outbound communication platforms as well as in person in line with service standards
- Recording and resolution of customer issues, concerns, and complaints
- First point of contact for general club enquiries, with appropriate distribution of calls to other areas of the Club
- Deliver customer service solutions to exceed customer expectations working to achieve our goal of minimum 80% Customer Satisfaction rating
- Assist in hosting activations or Club events when required in a professional manner
- Support and assist the weekly in-season relationship and operations with the Club’s Cheer Squad.

Sales
- Sales data entry and payment processing within CRM or in store transactions using VEND, EFT and cash handling
- Involvement in delivery of tactical outbound telephone campaigns to drive membership retention and acquisition
- Take an active role in the ‘Road to 100,000 Members’ strategy converting avid supporters to Cats Members by continued elevated member experience level
- Market and upsell additional products, upgrades, and events
- Delivery of non-compliant member debt recovery outbound telephone campaigns
- Drive membership sales via external activations, events, or AFLM or AFLW match days
- Administration
- Financial and sales reconciliation of daily processing, cash, cheque, and credit card receipting
- Responsible for Front Counter float management.
- Assist Finance Department with batch reporting
- Data entry and maintenance of membership records within CRM, ensuring accuracy and information recording for each customer interaction
- CRM updates as directed by senior staff
- Assist with distribution and monitoring of daily tasks for Casual staff
- Coordination of deliveries and collections

Retail
- Unlock and set up store as well as close and secure store daily
- Oversee the processing of online and phone orders utilising online reporting and tracking systems
- Help manage stock levels to ensure product lines are full and accurate in store and online
- Maintain store presentation, visual merchandising, and loss prevention standards, including housekeeping, processing and replenishing stock

**JOB REQUIREMENTS**
- To be customer centric always, ensuring the customer is at the heart of everything we do
- Possess strong customer service skills
- Conflict resolution skills
- Ability to deliver customer sales campaigns
- Energetic and enthusiastic approach
- Data processing skills with strong attention to detail
- Ability to communicate with people from a variety of different backgrounds
- Self-motivated with desire to strive for excellence; shows initiative and wants to exceed agreed expectations and targets
- Team focused with an ability to work independently
- Computer skills with competency in word processing, spreadsheets, and database
- At all times adhere to Club values

**SALARY**

$21,500 - $30,000 plus 10.5% Superannuation
- National Training Wage Award
- Fully Funded Qualification

**MORE INFORMATION**
- People with tertiary qualifications need not apply. Current university applicants may have to defer their studies to be eligible for this traineeship.
- This position is best suited to a recent secondary school leaver.

**OTHER JOB REQUIREMENTS**

**Applicants must have**:

- Drivers License
- Working With Children Check
- Police Check

**Applications for this position will close**:
May 12, 2023 5:00 pm
- A Cover Letter
- A Resume
- Application Details
- Position Detail

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