Customer Experience Officer
19 hours ago
Aligned Leisure is a subsidiary of the Richmond Football Club, dedicated to managing the operations of health, fitness, and leisure activities. With 32 facilities across Victoria and New South Wales, we strive to deliver exceptional experiences for our customers. Our culture is built on developing our people in a supportive environment, where we connect with customers and staff through storytelling and authenticity.
Job PurposeAs a Customer Experience Officer, you will be the frontline representative of our organization, delivering service quality that exceeds customer expectations. You will work relentlessly to build relationships with facility users, understand their needs, and provide tailored solutions. Your role will contribute to improved revenues through increased membership, program participation, and repeat customers.
Key Responsibilities- Support Member Acquisition and Retention
- Undertake outbound telemarketing to prospects as requested by the Member Acquisition Officer.
- Capture all data at point of program and service enquiries.
- Identify 'at risk' members and advise the Member Retention Officer.
- Personal follow-up of non-renewals as requested by the Member Retention Officer.
- Personal follow-up of membership questions or complaints where non-renewal may be likely.
- Customer Service Desk Responsibilities
- Provide frontline service for all facility programs and services.
- Proactively address all enquiries, ensuring suitable outcomes for each individual customer.
- Look for upsell and cross-sell opportunities based on individual needs.
- Perform all administrative duties required for a successful frontline function.
- Take tours as requested by customers.
- Outstanding Service Delivery
- Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers.
- You will be relentless in identifying opportunities and delivering exceptional service, always asking yourself 'How would I want a member of my family treated in this situation?'
- All Aligned Leisure staff will understand and deliver on our customer charter and service promise.
- Experience in delivering exceptional customer service.
- First Aid and CPR Certificate.
- Working with Children Check (for employees over 18 years old).
- Customer-focused.
- Enjoys selling memberships, swimming lessons, and other services to prospective members.
- Understands and enjoys the leisure industry and is motivated to serve Aligned Leisure.
- Relentless in their approach to sales and service.
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