Customer Service Manager

2 weeks ago

Blacktown, New South Wales, Australia Workers Lifestyle Group Full time
Job Title: Customer Service Manager

We are seeking an experienced Customer Service Manager to join our team at Workers Lifestyle Group. As a key member of our operations team, you will be responsible for ensuring the smooth running of our club, working a 24/7 rotating roster across all three Club premises.

Key Responsibilities:

  • Ensuring the smooth operation of the club on a day-to-day basis
  • Approving time and attendance in Humanforce
  • Maintaining and ensuring compliance with all the Club's policies, procedures, and standards
  • Acting as a Responsible Gaming Officer (RGO)
  • Managing customer service and complaint handling
  • Reporting writing - daily shift reports and incident reports

Requirements:

  • At least 4+ years of experience as a Duty Manager in a Registered Licensed Club
  • Understanding of all aspects of club operations
  • Safety-focused
  • Sound knowledge of gaming machines, TAB, Keno, Bar operations
  • Excellent communication skills across a wide group of stakeholders
  • Strong leadership and capabilities, attention to detail, and team player qualities
  • Computer and report writing skills
  • Exceptional presentation and grooming
  • Knowledge of cash management and cash recyclers
  • Ability to prioritize tasks within a busy environment
  • Demonstrable emotional intelligence
  • The courage to have difficult conversations with people when required
  • Conduct Performance Management meetings as needed
  • A positive team and customer-focused attitude
  • A proactive approach to conflict resolution, think on your feet, and solve problems
  • NSW RSA, RCG, and Advance RCG Competency (essential)
  • Food Safety Supervisor accreditation would be viewed well (desirable)
  • Provide First Aid certification (essential)
  • A Diploma or an Advanced Diploma in Leadership & Management/Hospitality or equivalent (essential)
  • Ability to work day, night, and weekend shifts on a rotating roster
  • NSW Working with Children check or willing to obtain

What We Offer:

  • A competitive salary
  • Daily meal allowance and weekly laundry allowance
  • 5 weeks annual leave
  • 4-day rotating roster
  • Uniforms provided
  • Supportive Venue Management team
  • Free onsite parking
  • Staff events - Sip & Paint, Trivia, and Christmas Party
  • Rewards and Recognition
  • Employee Assistance Program - 6 sessions annually

Our Values:

We prioritize the well-being and development of our employees and members. We treat everyone with fairness, empathy, and professionalism. We strive for the highest standards of quality and service in all that we do. We approach our work with enthusiasm, dedication, and commitment. We uphold honesty, transparency, and integrity in our interactions.

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