Customer Experience Operations Manager

1 day ago


Melbourne, Victoria, Australia Yarra City Council Full time

Yarra City Council is a progressive and inclusive organisation committed to making a positive difference in people's lives. We are seeking an exceptional Customer Experience Operations Manager to join our Property and Leisure Services team.

The successful candidate will lead a team of 80+ Customer Service Officers and Sales Officers, overseeing daily operations across our leisure centres. This includes Richmond Recreation Centre, Collingwood Leisure Centre, Fitzroy Swimming Pool, Collingwood Estate Gym, and Burnley Golf Course.

About the Role

In this role, you will have the opportunity to:

  • Monitor performance, provide feedback, training, and staff development opportunities to the Customer Service team.
  • Lead the day-to-day front-end operations across our leisure centres.
  • Drive a constructive culture through effective leadership and communication, developing a positive and empowered Customer Service team.
  • Sustain and develop efficient administration work processes and monitor that all Customer Service staff complete as required.

We pride ourselves on continual progression and development of staff, aiming to improve service to the community.

Key Responsibilities

As a Customer Experience Operations Manager, your key responsibilities will include:

  1. Leading the Customer Service team in monitoring performance, providing feedback, and training staff members.
  2. Developing and implementing efficient administration work processes.
  3. Monitoring the completion of tasks by Customer Service staff.

You will be responsible for maintaining a positive and empowered team culture, driving constructive collaboration among staff members.

What You'll Need

To be successful in this role, you will need:

  • A proven track record of leadership and team management experience.
  • Excellent communication and interpersonal skills.
  • The ability to drive cultural change and promote a positive team environment.
  • Strong organisational and time management skills.

Based on industry standards and relevant qualifications, we estimate the salary for this position to be around $70,000 - $90,000 per annum, depending on experience.

About Us

Yarra City Council is a leading local government organisation dedicated to delivering high-quality services to the community. We offer a dynamic and collaborative work environment, with a focus on staff development and growth.



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