Team Leader Customer Experience - BALC at Hume City… · Melbourne

Job Description

• Permanent Full Time
• $83,714.28 per annum plus Superannuation
• Join the Active Living team

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

At Hume City Council - Active Living, we pride ourselves on creating a workplace culture that is united, proactive, inclusive and unrivalled. We are looking for passionate people who share these values and want to make a difference.

We are seeking a proactive and leadership-oriented professional to manage our frontline reception and cafe teams. The Team Leader Customer Experience will drive exceptional service delivery for Hume City Council residents by fostering a safe, inclusive, and welcoming environment. You will be responsible for leading frontline operations, ensuring the consistent implementation of procedures, and role-modelling a culture of excellence and continuous improvement within our leisure facilities.

What you’ll be doing:

• With support from the Coordinator Customer Experience, and in conjunction with Customer Service Team Leaders at all facilities, plan and facilitate recruitment and onboarding of new Customer Service Officers including cafe staff to ensure an appropriate workforce level is maintained including preparations for peak seasons.
• Maintain appropriate rostering, supervision, support, and performance management of customer service and cafe officers to ensure the highest standards of safety and service delivery is always provided including completion of quarterly check-ins for Part Time staff and routine catch ups with Casual staff.
• Support the Coordinator Customer Experience and in conjunction with Customer Service Team Leaders at all facilities in delivering high quality Customer service.
• Establish and promote an organisational culture committed to safety by compliance with relevant regulations, Organisational Policies and Procedures, standards, guidelines, and industry best practises.
• Support team development through effective communication, coaching, and performance management, ensuring high standards of service are consistently met.
• Oversee training programs for the customer service team to ensure staff retain industry-standard expertise, skills, and abilities.
• Monitor and review operational systems, assisting in the development of strategies and policies that ensure customer service excellence and administrative compliance.

The skills and experience you’ll bring to the role:

• Knowledge and demonstrated understanding of current recreation trends, development, management and evaluation of a wide range of recreation programs and services.
• Knowledge and demonstrated understanding of public health and safety issues, and other relevant guidelines and regulations.
• Significant experience in a Leisure Centre setting, with a strong understanding of recreation trends and service delivery.
• Demonstrated ability to lead and coordinate large teams, including experience in staff supervision, recruitment, and professional development.
• Demonstrated skills in administration, marketing, and basic financial procedures and processes, promotional and public relation skills and familiarity with cashiering procedures.
• Strong interpersonal and communication skills, with the ability to engage effectively with community members from diverse backgrounds and cultures.
• Proven organizational and management skills, including the ability to set priorities, plan work schedules, and meet objectives within resource constraints.
• Commitment to workplace safety, with experience implementing WHS policies, procedures, and staff inductions.
• Extensive experience leading and developing teams, with a proven track record in driving high-quality customer experience.
• Demonstrated digital literacy, including proficiency in Microsoft Office and digital rostering/timesheet systems.

Required Certifications & Qualifications (If required)

• Relevant tertiary qualifications or significant industry experience in management, customer service, or leisure operations.
• Current Employee Working with Children Check
• Current Level 2 First Aid and CPR Certificate
• Current Driver’s License

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

For any queries, please contact us at careers@hume.vic.gov.au.

Applications will be reviewed progressively throughout the advertising period. This role may close once a sufficient number of suitable applicants has been received. To ensure your application is considered, please apply as early as possible.

Additional Information

Position Description