Customer Service Manager

Blacktown NSW 2148About the roleThis 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 Workers Blacktown Club and Workers Sports Club).
We are seeking an individual who not only understands 'how' things are done, but 'why' things are done.
An experienced Manager that knows the customer experience is key to success.
To be successful in this role applicants must have:At least 2+ 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 operationsThe ability to be around people, train and lead by exampleExcellent communication skills across a wide group of stakeholdersStrong leadership and capabilities, attention to detail and team player qualitiesComputer and report writing skillsExceptional presentation and groomingKnowledge of cash management and cash recyclersAbility to prioritise tasks within a busy environmentDemonstrable emotional intelligenceThe courage to have difficult conversations with people when requiredConduct Performance Management meetings as needed A positive team and customer focused attitudeA proactive approach to conflict resolution, think on your feet and solve problemsNSW RSA, RCG and Advance RCG Competency (essential)Food Safety Supervisor accreditation would be viewed well (desirable)Provide First Aid certification (essential)A Cert IV or Diploma Leadership & Management / Hospitality or equivalent (desirable)Ability to work day, nights and weekend shifts on a rotating rosterNSW Working with Children check or willing to obtain (desirable)Duties within this role include (but not limited to)Ensuring the smooth operation of the club on a day to day basisAbility to plan ahead and manage available resources accordinglyApproving time and attendance in Humanforce Maintain and ensure compliance all the Club's policies, procedures and standardsAct as an Responsible Gaming Officer (RGO)RSA marshalMonitor and ensure compliance with all day-to-day operationsManage the clubs resources to ensure that operational requirements are metManagement 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 employeesAssist with preparation of training schedules for new employees when requiredConduct 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 departmentsInteracting with Regulators and NSW Police as requiredAct as Chief Warden in Emergency ResponseProvide First Aid duties as requiredWhat we offerA competitive salary that is well above the awardDaily Meal allowance and Weekly Laundry allowance5 weeks annual leave4-day rotating rosterUniforms provided Supportive Venue Management teamFree onsite parkingStaff events - Sip & Paint, Trivia nights, Raffles and Christmas PartyRewards and RecognitionTraining and DevelopmentEmployee Assistance Program25% discount at food outletsThe Workers Lifestyle GroupWe 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 ValuesPeople 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 approach our work with enthusiasm, dedication, and commitment.Authentic: We uphold honesty, transparency, and integrity in our interactions.Why join usWorkers Lifestyle Group offers an exciting opportunity for an experienced Club duty manager to excel in a collaborative and supportive team environment aligned with our vision, mission, and values.
We prioritise employee well-being and growth and community partnerships.How to ApplyIf you are a motivated Club duty manager seeking to advance your career in a supportive leadership team environment aligned with our vision, mission, and values, we invite you to apply for this rewarding opportunity at Workers Lifestyle Group.
Submit your resume and cover letter highlighting your qualifications and passion for Club industry.No recruitment agencies please.