Customer Service and Membership Sales Supervisor

Customer Service and Membership Sales Supervisor

• Drive membership growth, customer engagement, retention and service excellence.
• Full-time opportunity working 38 hours per week in a dynamic and community-focused leisure environment.
• Salary from $84,878.28 - $98,642.33 per annum plus 12% Superannuation.

Make a Difference Where You Work

Willoughby City Council is seeking an energetic and results-driven Customer Service and Membership Sales Supervisor to manage the full membership journey at Willoughby Leisure Centre.

Reporting to the Customer and Programs Team Leader, you will lead membership acquisition, lead generation, facility tours, marketing support, social media engagement, retention initiatives and administration to help meet monthly membership targets. You will also supervise and support Customer Service Officers, ensuring excellent customer service, effective prospect conversion and a welcoming experience for every customer.

Why Join Us?

Drive growth and retention: Generate leads, convert enquiries, monitor membership trends and implement strategies that support monthly sales and retention targets.

Support a high-performing team: Coach, train and inspire Customer Service Officers to deliver excellent customer service and strong sales outcomes.

Promote an active community: Represent Willoughby Leisure Centre through tours, promotional activities, marketing initiatives and community engagement.

About the Role:

As the Customer Service and Membership Sales Supervisor, you will:

• Supervise and support Customer Service Officers through day-to-day direction, coaching, training and performance feedback.
• Generate sales leads through outbound calls, face-to-face engagement, promotional activities and community events.
• Actively source new members and support the conversion of prospects into long-term members.
• Manage membership enquiries, correspondence and database records accurately and efficiently.
• Monitor membership sales performance, retention trends and lead conversion metrics.
• Develop and implement strategies that support membership sales, customer retention and engagement objectives.
• Provide tailored tours and clear facility information to prospective and existing members and guests.
• Use leisure management software, social media and face-to-face communication to keep members informed about programs and services.
• Prepare accurate membership reports and monitor performance, compliance and financial outcomes against targets.
• Lead and inspire a high-performing team while contributing to marketing and customer service strategies.

What You’ll Bring:

• Current Working with Children Check.
• Current First Aid and CPR certification.
• Sales and/or customer service experience, within the fitness, leisure, recreation or aquatic industry.
• Proven experience supervising, coaching and supporting a team.
• A strong track record of meeting sales targets and achieving customer-focused outcomes.
• Excellent communication skills and confidence guiding prospective members through the sales process.
• Demonstrated commitment to delivering high-quality customer service and resolving customer issues professionally.
• Ability to participate in community events and local marketing activities to promote Willoughby Leisure Centre.
• Strong understanding of member wellbeing, engagement and participation outcomes.
• High-level proficiency in Microsoft Office and customer relationship management systems.
• Strong attention to detail, organisation, initiative and drive to achieve goals.

Desirable

• Knowledge of PG software or similar, or Certificate III or IV in Fitness, will be highly regarded.

How to apply

Visit https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information, contact: Bianca Williams, Customer and Programs Team Leader at [email protected] on [+61 2 9777 7662](tel:+61 2 9777 7662).

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

Successful candidates may be required to undertake pre-employment screening including police and qualification checks

Applications close: Sunday, 1 November 2026 at 11:30pm

Please note recruitment activity may commence before the closing date.

Applications must be submitted in PDF Format.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.