Customer Experience Coordinator

Overview

Our Vision is a better tomorrow where all people can belong.

As the largest employer in fitness and recreation we have more than 5,000 staff at over 140 centres across Victoria. With us, you will work with fun colleagues who have a shared passion for making a difference in the lives of individuals and transforming communities for the better.

About the Centre

The City of Melbourne is redeveloping the Kensington Community Aquatic and Recreation Centre located within JJ Holland Park in Kensington.

The new $68.2 million environmentally sustainable facility is due to open Sept 2025 and will feature: a heated 25-Metre 8 Lane Pool, 700 m2 Health Club, three multi-purpose courts, three large flexible spaces and a Café.

About the role

We are currently seeking a dedicated and experienced Customer Experience Coordinator to join our team at Kensington Community and Recreation Centre. As a member of our leadership team, you will play a crucial role in leading our Frontline and Cafe staff and ensuring the delivery of exceptional customer service to our members.

Working closely with the Centre Manager, your primary focus will be on enhancing the member experience. Your responsibilities will encompass managing membership administration, resolving member and patron complaints, achieving membership sales and retention targets, customer service as well as overseeing café stock and retail merchandise management.

Creating a fun and inclusive team environment with a strong sense of accountability will be paramount to the success of the frontline team and the smooth operation of our customer service department.

This is a full-time salaried position starting from $71,522 + Super & Y Benefits.

About you

To be successful in this role you have 2-3 years experience in customer service, ideally within the recreation industry and leading a team of 25+ employees. You possess strong organisational and multitasking abilities, allowing you to effectively manage multiple responsibilities and prioritise tasks. Other requirements include:

- Demonstrated communication and interpersonal skills enable you to inspire and engage our Frontline staff.
- Understanding of membership sales and the retention procedures.
- Proactive problem solver, consistently seeking innovative ways to improve the member experience.
- Being a team player with a passion for fostering a positive culture of accountability, teamwork, and professional development among the customer service team.

Joining our team at Kensington Community Aquatic Recreation Centre means becoming part of a vibrant and inclusive community. We value teamwork, excellence, and continuous improvement and are passionate about connecting communities with physical activity.

Essential Qualifications

- HLTAID009 Provide Cardiopulmonary Resuscitation
- HLTAID011 Provide First Aid

Other Desirable Skills

- Leadership experience
- Relevant diploma or equivalent
- Sport and Recreation and/or Facility Operations experience

At the Y, we are committed to empowering all Children and Young People to feel safe and be safe.As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check and reference checks). To learn more about our commitment to safeguarding children and young people visit victoria.ymca.org.au

Benefits

At the YMCA, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

- Flexible working and rostering arrangements
- Opportunities for career development and growth
- Free access to gyms, recreation, and aquatics centres across the state
- Free access to the Virtual Y – online health and wellness

How to Apply

If this is you, click the Apply button now.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

Y Victoria are proud to be a 2024 Circle Back Initiative Employer, we commit to respond to every applicant.

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