Team Leader Customer Experience

The City of Subiaco is going through a transformation with significant change and evolution in terms of residential options, the commercial sector, retail, entertainment, leisure and recreation. Navigating this change in partnership with the community, businesses and stakeholders, whilst also celebrating Subiaco’s heritage, history and culture is an exciting challenge.

About the Role
Located in the heart of Subiaco, Lords Recreation Centre is one of Perth’s leading recreation facilities, offering a diverse range of health and fitness, aquatic and indoor sports programs and services. As a well-established part of the local community, Lords provides opportunities for people to stay active, connect with others and support their health and wellbeing.
As the Team Leader Customer Experience, you will play a key role in shaping how members and visitors experience Lords.

Your key responsibilities will include:

• Leading and developing the customer experience team to deliver exceptional service and achieve performance targets.
• Overseeing frontline customer service, membership operations and café services.
• Driving membership acquisition and retention through effective sales strategies and customer engagement.
• Identifying opportunities to improve the customer journey, service delivery and business processes.
• Managing daily operational and administrative functions, ensuring services are delivered safely and efficiently, and incidents or hazards are appropriately addressed.
• Working with the Coordinator to monitor team performance and budgets, support staff development, review procedures, prioritise workloads and report on operational outcomes.

Further information about this position can be found on the position description, found with this advertisement on the City's website.

Essential Requirements

• Extensive knowledge and understanding of contemporary customer service principles, and genuine commitment to the delivery of customer service excellence.
• Flexibility to work operational hours and requirements.
• Experience building a highly productive team and driving cultural change.
• Demonstrated well developed supervisory and performance management skills.
• Demonstrated well developed budgetary skills, including preparation, implementation and monitoring of section budgets.
• Experience in developing and implementing strategies to promote and expand service delivery and memberships.
• Highly developed and proven interpersonal, written and verbal communication and influencing skills.
• High level of organisational ability in planning, prioritising and achieving outcomes. 
• Relevant tertiary level qualification and/or relevant work experience.
• Maintained Senior First Aid Certificate and Working with Children check.
• National Police Clearance (issued in the last 6 months)
• Drivers Licence (desirable)

Salary Package
In line with the City of Subiaco Inside Staff Industrial Agreement 2025, this position is classified as a Level 5. The salary range is $89,477.90 to $99,567.00 per annum, exclusive of superannuation.

Working for the City of Subiaco
The City of Subiaco’s culture is community-focused, collaborative, inclusive and safety-oriented. On joining the team, you’ll receive great benefits, including training and development opportunities
to expand your talents. Whether you’re located in an office or out in the field, everyone who works at the City reflects the values of Supportive, United, Bold and Impactful. 
Benefits to help you a achieve a positive work-life balance include, but are not limited to:

• Up to 5 weeks annual leave plus the option to accrue time in lieu.
• Sustainable travel allowance, or a parking permit.
• Free membership to Lords Recreation Centre.
• Superannuation co-contributions.
• Up to 12 weeks of paid parental leave.
• 24/7 employee assistance programme.
• 17.5% annual leave loading 
• Learning and development opportunities.
• Novated lease and salary packaging options.

See what other benefits the City can offer you on the City's website.

Enquiries about this role can be made to Elouise Buckley– Coordinator Centre Services at [email protected]
For further assistance and queries regarding the application process, please contact our HR team at [email protected]

Application Process:
To apply for this position, please click apply and follow the prompts to submit your application. You will be asked to upload a CV and cover letter to support your application. 
To be considered for the role, it is essential that you demonstrate in your application how you meet the essential requirements. You should ensure that the information you provide in your application is relevant to the job role and is a true and accurate reflection of your experience and skill set. 
As an equal opportunity employer, people of diverse backgrounds, genders, cultures, differing abilities and Aboriginal and Torres Strait Islanders are encouraged to apply. We recognise that we are strengthened by diversity and are committed to providing a diverse and inclusive work environment in which everyone is included and treated fairly with respect.

Closing Date:
5PM AWST on Wednesday 28 October 2026. The City of Subiaco reserves the right to commence shortlisting and interviews earlier than the commencement date. The City also reserves the right to close the vacancy early. If you are interested in this position, please submit an application as early as possible. 
Applicants must have the right to work in Australia.