Customer Experience Officer

ABOUT US:

About Aligned Leisure

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond’s health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 53 leisure centres, community stadiums, pools, gyms, skate parks, gymnastics programs, theatres and other facilities throughout Victoria and New South Wales.

At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.

We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.

Child Safety Commitment:

Aligned Leisure is committed to the safety of children.  We want all children who attend our facilities and/or are in our care to be safe, happy and empowered.  We are committed to the safety, protection, participation and empowerment of all children by implementing Child Safe Standards and providing a safe and supportive environment for all children.  We make sure that children are not exposed to any form of harmful conduct or abuse and each child is empowered to participate in decisions that affect them and to share any concerns they may have.

• Working out of Eltham Leisure Centre, you will ensure efficient customer experience operation and deliver excellent customer service to all members and visitors.

Eltham Leisure Centre is a multipurpose facility that offers a variety of programs and services to the local community.   Eltham Leisure Centre, offers 24/7 gym access, group fitness classes, sports and aquatic facilities in one location. Our state-of-the-art gym features the latest Technogym equipment, as well as MyZone heart-rate tracking and virtual class capabilities. We offer over 165 group fitness classes per week, including Les Mills, Yoga, Reformer Pilates, Zumba and more. Our indoor sports stadium is home to two multi-sport courts, which can be used for badminton, basketball, netball and volleyball. Our aquatic facilities include an 8-lane 25m indoor swimming pool, a dedicated learn to swim pool with toddler play area, a warm water pool, a spa, sauna and steam room, and family change villages.

Customer Service responsibilities:

• Provide the frontline service for all facility programs and services.

• Proactively address all enquiries, ensuring that suitable outcomes are provided to each individual customer.

• Look for upsell and cross sell opportunities based on individual needs.

• All administrative duties that are required as part of a successful frontline function.

• Selling memberships and other products including facility tours, membership enquiries as requested by customers.

• Thorough understanding of all programs and services offered across all Nillumbik Leisure Facilities.

Outstanding service delivery to all customers and stakeholders:

• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers.

• All Aligned Leisure staff will understand and deliver on our customer charter and service standards.

Our****Benefits:

• Free gym membership at Nillumbik Leisure.
• Work alongside a diverse and passionate team dedicated to delivering customer service excellence.
• Flexible hours.

Aligned Leisure is committed to safe and inclusive workplaces. We strive to create an inclusive and diverse workplace that respects our people’s beliefs, orientations, identities, and cultures. We encourage people from all backgrounds to apply for a position with Aligned Leisure.

ESSENTIAL QUALIFICATIONS AND EXPERIENCE:

• Proven experience in a hospitality or customer experience setting.
• Strong problem solving and decision-making skills.
• Excellent communication and interpersonal abilities.
• Ability to work effectively under pressure and manage multiple priorities.
• Flexibility to work evenings, weekends, and public holidays as required.

MUST HAVE:

1. First Aid
2. CPR
3. WWCC

PERSONAL ATTRIBUTES:

1. High level of communication and consultation skills, including a commitment to open, honest, two-way and frequent communication
2. Committed to participating in ongoing training and workshops
3. A passion to work with people
4. Focused on the customer experience
5. A commitment to professionalism and accountability
6. Unquestionable ethics, integrity, values and behaviours