Customer Service Team Leader

2 weeks ago

Hume, Missouri, Australia Hume City Council Full time
Job Summary

Hume City Council is seeking a highly skilled and experienced Customer Service Team Leader to lead the delivery of high-quality customer service and aquatic and recreation opportunities to our residents.

Key Responsibilities
  • Recruitment and Onboarding: Plan and facilitate the recruitment and onboarding of new Customer Service Officers, including café staff, to ensure an appropriate workforce level is maintained.
  • Rostering and Supervision: Maintain appropriate rostering, supervision, support, and performance management of customer service and café officers to ensure the highest standards of safety and service delivery are always provided.
  • Customer Service Delivery: Support the Coordinator Customer Experience and Customer Service Team Leaders at all facilities in delivering high-quality customer service.
  • Safety and Compliance: Establish and promote an organisational culture committed to safety by compliance with relevant regulations, organisational policies and procedures, standards, guidelines, and industry best practices.
  • Staff Development: Ensure that all staff employed at the Centre maintains current required qualifications and skills to carry out the tasks assigned to them.
  • Community Engagement: 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.
  • Incident Investigations: Support the Coordinator Compliance and Safety through completion of incident investigations and corrective actions and in the development, implementation, review, and routine practice of the Emergency Preparedness and Response Procedure.
Requirements
  • Knowledge and Experience: Knowledge and demonstrated understanding of current recreation trends, development, management, and evaluation of a wide range of recreation programs and services.
  • Public Health and Safety: Knowledge and demonstrated understanding of public health and safety issues, and other relevant guidelines and regulations.
  • Communication Skills: 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.
  • Customer Service Skills: 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.
  • Problem-Solving: Demonstrated ability to relate to and may resolve problems, in general and with other Council departments in the provision of recreational services.
  • Customer Service Understanding: Demonstrated understanding of the role and positioning of customer service and its importance to organisational goals and objectives.
  • Implementation of Best Practices: Ability to implement 'best practice' systems, technology, and procedures that contribute to customer service excellence.
Qualifications and Certifications
  • Tertiary 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.
  • First Aid and CPR Certificate: Current Level 2 First Aid and CPR Certificate.
  • Driver's Licence: Current Driver's Licence.
  • Pool Lifeguard Award: Desirable - Current Pool Lifeguard Award.
About 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're In It Together: At Hume, everyone matters. We Welcome and include all.
  • We Show Up: We empower and trust others and own our work.
  • All for Hume: We strive to achieve our best for the Hume Community.

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 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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