Customer Experience Manager

1 month ago

City of Glen Eira, Australia Glen Eira City Council Full time
About the Role

We are seeking a Customer Experience Manager to join our team at Glen Eira City Council. As a Centre Supervisor, you will be responsible for providing exceptional customer service and leading frontline teams in actively supervising pools, patrons, and programs within Glen Eira Sports and Aquatic Centre (GESAC) and Carnegie Memorial Swimming Pool (CMSP).

The ideal candidate will have a strong ability to model excellent skills and motivate teams to achieve high standards in all aspects of their role. You will operate as an escalation point for resolving customer disputes on shift and ensure staff operate in a manner that is in line with service improvement standards and employee expectations.

As a Customer Experience Manager, you will:

  • Provide leadership, supervision, advice, and guidance to all staff on shift, covering shift breaks as required.
  • Ensure Service Improvement Program standards are maintained on shift across the facility.
  • In the event of an emergency, act as the Chief Warden and coordinate facilities' emergency management plan to facilitate a safe exit of patrons, staff, and contractors.
  • Monitor on-shift staffing levels across the facility and adjust, in conjunction with the relevant shift supervisor, according to facility demand and regulatory requirements.
  • Support frontline teams on shift, assisting directly as required during busy times.
  • Conduct plant management tasks, including water testing and dosing as required.
  • Be responsible for managing cash and reconciliation duties.
What We Are Looking For

We are looking for a passionate professional who is enthusiastic about delivering outstanding experiences for our community. The ideal candidate will have:

  • A strong background in customer service and dispute resolution.
  • Familiarity with recreation industry programs and services.
  • Previous experience in managing complex rosters and staff teams.
  • Certifications such as CPR, First Aid, Pool Lifeguard, Anaphylaxis, and Asthma.
Benefits

Glen Eira City Council offers a range of benefits, including:

  • A competitive salary package, estimated to be around $80,000 - $110,000 per annum.
  • A diverse and inclusive workplace that values the safety and wellbeing of children and young people.
  • Ongoing training and development opportunities.
Others

Please note that progressed candidates must undergo pre-employment screening as a standard procedure, which includes an Employee Working with Children Check, New National Police Record Check, Health Declaration, Evidence of right to work in Australia, and additional training/certificates as detailed above.

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