Customer Experience Assistant Team Leader

2 weeks ago

Caulfield, Australia Glen Eira City Council Full time

Glen Eira Leisure
- Full-time
- Part-time
- Closing on: Jun 28 2024
- Add to favourites Favourite View favourites
- **Emerging leadership role**:

- **Part time or full time, permanent**:

- **Effective 8 July: $70,952 per annum + Superannuation (pro rata for part time)**

**Join the Glen Eira Leisure Team**
Are you ready to be part of a vibrant and dynamic team at the forefront of the leisure industry? Glen Eira Leisure is expanding, and we are seeking a passionate individual to help take us to the next level as we prepare for the grand reopening of the Carnegie Memorial Swimming Pool.

**Why Join Glen Eira Leisure?**
- **Culture of Excellence**: At Glen Eira Leisure, we pride ourselves on our inclusive, supportive, and collaborative environment. Our team members are our greatest asset, and we are dedicated to fostering a culture where everyone feels valued and empowered to excel.
- **Industry Leader**:We are recognised as a leader in the leisure industry, known for our innovative programs, safety and exceptional customer service. Joining our team means becoming part of an organisation that sets the standard for excellence.
- **Exciting Growth Opportunities**:As we expand our facilities and services, there has never been a more exciting time to join us. Be part of a forward-thinking organisation that is committed to continuous improvement and professional development.

**About the role**
We are looking for a friendly, resilient and customer-focused individual who is committed to putting customers’ needs first every time and producing great customer outcomes

You will report to the Customer Experience Team Leader and assist them in a range of duties including but not limited to:

- **Team Supervision**:Supervise and ensure that all Customer Experience Officers, Customer Experience Shift Supervisors and Caulfield Recreation Shift Supervisors follow established procedures and processes, and consistently deliver exceptional service.
- **Customer Complaint Resolution**:Effectively respond to and resolve customer complaints and disputes, maintaining a customer-focused approach and ensuring satisfactory outcomes.
- **Staff rosters and time-sheets**: Develop staff rosters ensuring coverage to keep all facilities open safely and approve time-sheets.
- **Leadership and Teamwork**:Provide leadership fostering a collaborative and supportive atmosphere that encourages staff development and high performance.
- **Retail Management**:Assist in the management of retail operations, including stock-take processes and stock control systems.

Glen Eira Leisure structure - Customer Experience team.pdf

**Roster requirements**
You will also be required to perform direct service as the Customer Experience Officer, Customer Experience Shift Supervisor and Caulfield Recreation Centre Shift Supervisor.

The role will consist of 15.2 hour per week of admin related tasks (as listed above) and a minimum of 7.6 hours up to 22.8 hours per week of direct service.

**We Are Looking For**
- **A Passionate** Professional**: Someone who is enthusiastic and committed to delivering outstanding experiences for our community.
- **An Innovative** Thinker**:Someone with a creative mind who can bring new ideas and solutions to help us stay ahead in the industry and continually improve our offerings.
- **A Team** Player**:Someone who thrive in a collaborative environment and can contribute positively to our team culture.
- **A Strong** Leader**: Somone who is experienced and ambitious, ready to elevate their career and provide strong leadership, guiding Glen Eira Leisure into a bright and successful future.

**Qualifications and Experience**
- Demonstrated commitment and adherence to organisational values and behaviours.
- Experience in leading and supervising a customer experience team.
- Excellent written and oral communication skills, including dispute resolution.
- Strong leadership skills and the ability to motivate and develop team members.
- Current CPR, First Aid, Anaphylaxis and Asthma certificates (or be willing to obtain prior to employment).
- Not meeting all the requirements for this role? We value diverse experiences for positive community outcomes. If you're excited about the position but don't perfectly align with the criteria, we still encourage you to apply._

**Pre-employment checks**
- Employee Working with Children Check
- New National Police Record Check
- Health Declaration
- Evidence of right to work in Australia.
- Attach your resume
- Attach a cover letter (no more than one page)
- Answer to the multiple choice screening questions.

**Closing date**: 30 June at 11.55pm

**Glen Eira City Council prides itself on being an equal opportunity employer and a child safe organisation. As a Council, we are committed to**:

- **Providing a diverse and inclusive workplace that values the safety and wellbeing of children and young people, as well as all our employees.**:

- **Reconciliation and supporting the Aboriginal and Torres S

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