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 Workers Blacktown 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 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, nights 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)
RSA marshal
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 that is well above the award
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 nights, Raffles and Christmas Party
Rewards and Recognition
Training and Development
Employee Assistance Program
25% discount at food outlets
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 approach our work with enthusiasm, dedication, and commitment.
Authentic
: We uphold honesty, transparency, and integrity in our interactions.
Why join us
Workers 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 Apply
If 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.
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