Customer Service Coordinator

Customer Service Coordinator

• Lead the membership journey from enquiry through to retention, driving membership growth and community participation at Willoughby Leisure Centre.
• Full-time opportunity working 38 hours per week in a dynamic and community-focused leisure environment.
• Salary from $84,878.28 - $91,502.15 per annum plus 12% Superannuation.

Make a Difference Where You Work

As the Customer Service Coordinator at Willoughby Leisure Centre, you will play a key role in driving membership growth, enhancing member experiences and supporting the delivery of high-quality customer service.

Reporting to the Customer and Programs Team Leader, you will be responsible for managing all aspects of the membership journey, from lead generation and member acquisition through to retention and engagement. Working closely with the wider Customer and Programs team, you will also provide guidance and support to Customer Service Officers, helping to build a high-performing team focused on achieving sales, retention and customer service outcomes.

This is an exciting opportunity for a motivated sales and customer service professional who is passionate about health, fitness and community participation, and who enjoys building relationships, driving results and leading others to success.

Why Join Us?

Drive Membership Growth: Play a pivotal role in attracting new members and implementing strategies that increase membership retention and engagement.

Lead and Support a Team: Coach, mentor and support Customer Service Officers to deliver exceptional customer experiences and achieve sales objectives.

Make a Community Impact: Promote health, wellbeing and active lifestyles while helping

community members connect with quality leisure and fitness programs.

About the Role:

As the Customer Service Coordinator, you will:

• Generate sales leads through outbound calls, face-to-face engagement, promotional activities and community events.
• Develop and implement strategies to attract new members and achieve monthly membership targets.
• Manage membership enquiries, correspondence and database records to support enquiry conversion and member engagement.
• Monitor membership sales performance, retention rates and lead conversion metrics, implementing initiatives to improve outcomes.
• Support the promotion of Centre programs and services through marketing activities, social media engagement and community outreach.
• Conduct personalised facility tours and provide tailored information to prospective and existing members.
• Coordinate and support Customer Service Officers by providing daily direction, coaching, training and performance feedback.
• Identify staff development opportunities and deliver training focused on member sales and retention strategies.
• Communicate and support the implementation of sales and retention campaigns across the Centre.
• Lead and inspire a high-performing team while contributing to a positive and collaborative workplace culture.

What You’ll Bring:

• Current Working with Children Check.
• Current First Aid and CPR Certification.
• Demonstrated experience in sales, membership growth and/or customer service.
• Proven ability to consistently achieve sales targets and drive business outcomes.
• Excellent communication skills with the ability to guide prospective members through the sales process.
• Strong customer service skills with a commitment to resolving customer issues professionally and effectively.
• Passion for the health, fitness and leisure industry and an understanding of member wellbeing and participation outcomes.
• Well-developed networking, relationship-building and stakeholder engagement skills.
• High-level proficiency in Microsoft Office applications and customer relationship management systems.
• Strong attention to detail and organisational skills.
• Ability to work independently, manage competing priorities and contribute effectively as part of a team.
• Demonstrated ability to coach, support and motivate others to achieve results.

Desirable:

• Knowledge of PG software or similar leisure management systems.
• Experience working within the fitness, leisure, recreation or aquatic industry.

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, 27 September 2026 at 11:30pm

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. Wearecommittedtobuildingaworkplacethatreflectsthediversityofourcommunity–onewhereeveryone 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 andlinguistically diverse individuals, LGBTIQA+communities,veterans, and peopleof 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