Customer Service Manager

**The Workers Lifestyle Group**

We have a proud record of achievement. Our continuing success is a result of its strong relationship with our 60,000 Members and the Community from which we have grown as well as our relevance and value as a sporting, entertainment and social icon in Sydney's burgeoning West. From that strong foundation we possess a strong philosophy of stability and progress and pride ourselves on maintaining an authentic sense of community.

Our **main site in Campbell Street Blacktown **features five floors of sporting and health facilities, restaurants, multiple function rooms, a revolving restaurant, an 870-seat showroom, a great selection of intra and sporting clubs and a host of other facilities for our Members and visitors.

**The Workers Sports Club **located on Reservoir Road in Prospect sits on a 55 acre land holding and is one of the largest privately owned sporting facilities in Australasia featuring many sports fields, tennis & netball courts, baseball diamond, amenities and three lawn bowling greens.

**The Workers Hubertus Country Club **is located in Luddenham in Sydney’s southwest growth corridor. The Club is situated on 25 acres of land and is directly adjacent to the Badgerys Creek International Airport, Sydney’s long awaited second international facility.

**About the role**

**This role **reports directly to the Venue Manager and entails ensuring the smooth running of the day-to-day management of the club, working a 24/7 rotating roster (4 days a week) across all three Club premises (Primary location Main and Sports Club).

**We are seeking** an individual who not only understands ‘how’ things are done, but ‘why’ things are done. A an experienced Manager that knows the customer experience is key to success.

**To be successful in this role applicants must have**:

- At least 4 + years 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
- The ability to be around people, train and lead by example
- 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 prioritise 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

**Duties within this role include (but not limited to)**
- Ensuring the smooth operation of the club on a day to day basis
- Ability to plan ahead and manage available resources accordingly
- Approving time and attendance in Humanforce
- Maintain and ensure compliance all the Club's policies, procedures and standards
- Act as an Responsible Gaming Officer (RGO)
- Monitor and ensure compliance with all day-to-day operations
- Manage the clubs resources to ensure that operational requirements are met
- Management of customer service and complaint handling
- Report writing - daily shift reports and incident reports
- Ensure compliance with the Clubs RSA and RCG and Clubs GPOM
- Conducting Venue Induction walk around with new employees
- Assist with preparation of training schedules for new employees when required
- Conduct probationary reviews for frontline team members
- Liaise positively with our Contractor working partners
- Liaise with Senior Management and Support Services to ensure the smoothest operation of all departments
- Interacting with Regulators and NSW Police as required
- Act as Chief Warden in Emergency Response
- Provide First Aid duties as required

**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**

**People First**: We prioritise the well-being and development of our employees and members.

**Dignity & Respect**: We treat everyone with fairness, empathy, and professionalism.

**Excellence**: We strive for the highest standards of quality and service in all that we do.

**Passionate**: We appro