Customer Service Supervisor

**About the role**

This role reports directly to the Venue Manager and the Customer Service Manager on shift, this role plays a key part in supporting the daily operations of the venue. You will assist in leading our frontline teams to ensure smooth, efficient service across all customer touchpoints, delivering an exceptional experience for our Members and Guests.

We're seeking a proactive, can-do individual with previous supervisory experience to help elevate our customer experience and support our teams during day-to-day operations. This is a full time position 38 hours a week.

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

- Supervisory experience at least 1 Year in Club / Hospitality (preferred)
- RSA, RCG and ARCG certifications (essential or willing obtain)
- Certificate III and IV in Hospitality / Leadership and Management (preferred)
- Current Provide First Aid and Advanced Resuscitation training (essential / willing to obtain)
- Armed Robbery Prevention and Awareness training
- Strong understanding of Club Operational and WHS compliance
- Experience in Gaming and completing welfare checks
- Extensive cash handling experience
- Confident in responding to customer concerns / complaints
- Must have experience training and developing frontline employees
- Excellent communication skills - written and verbal
- Comfortable using Word, Excel, Outlook and point-of-sale systems
- Strong problem solving ability and sound judgement
- Able to manage difficult conversations and resolve issues professionally (complaint handling)
- High level of attention to detail and reliability
- Willing to work a mixture of day, evening, overnight and weekend shifts
- Willing to undertake a pre employment medical, police check, working rights check, ID checks

**Duties within this role include (but not limited to)**
- Support the Customer Service Manager (Duty Manager) with the day-to-day running of all venue operations.
- Work in conjunction with the Gaming Team Leaders to ensure gaming experiences for members and guests are at the highest level
- Supervise and guide frontline staff to deliver high levels of customer service.
- Maintain consistent operational standards across all service areas and outlets.
- Foster a culture of teamwork and collaboration between departments and service areas.
- Respond to and resolve escalated member and guest concerns to ensure customer satisfaction.
- Monitor guest behaviour to ensure compliance with RSA, RCG, and venue conduct standards.
- Oversee team adherence to customer service standards and the Employee Code of Conduct.
- Ensure the club's appearance and presentation is maintained to the highest standard.
- Monitor and adjust staffing levels to meet service and presentation standards.
- Cover staff absences as required and update rosters in Humanforce accordingly.
- Ensure smooth and timely service delivery aligned with customer service expectations.
- Implement and uphold all club compliance procedures, including WHS and duty of care
- Follow all club policies to safeguard against risk and litigation.
- Operate and balance tills as required, including voiding transactions and end-of-shift cash handling.
- Supervise closing duties and end-of-day venue lock-up, including alarms and door/gate security.

**What we offer**
- Above award wages
- Uniforms provided
- Supportive Venue Management team
- Free onsite undercover parking (Main and Sports Club)
- Staff events - Sip & Paint, Trivia nights, Raffles and Christmas Party
- Rewards and Recognition program
- Training and Development opportunities
- Employee Assistance Program
- 25% discount at food outlets

**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.

**Our Values**

**People First**: