Client Services Coordinator

CLIENT SERVICES COORDINATOR

Location: Australian National University, Acton Campus, Canberra

Reports To: Operations Manager

Status: Permanent, Full time

About Us:

ANU Sport is an independent incorporated association that delivers sport, fitness and recreation services and opportunities to the ANU Community. ANU Sport is an Australian University Sport (AUS) member institution, and the ANU is a member of the Group of 8, Australia’s 8 leading universities.

We exist to facilitate connections within the campus community through health, well-being and sport. Our aim is to enhance and grow the opportunities for students and the ANU community to engage in sport, fitness, and recreation, promoting well-being and balanced lifestyles. ANU Sport is responsible for the operation and management of the ANU Sport Fitness Centre and all ANU Sport facilities, along with supporting over 30 sport and recreation clubs and delivering social and competitive sporting programs.

Overview 

ANU Sport and Recreation (ANU Sport) is an independent incorporated association that delivers sport, recreation and wellbeing services and opportunities to the ANU Community. ANU Sport is a UniSport member institution, and the ANU is a member of the Group of Eight (Go8), Australia’s eight leading universities. 

ANU Sport strives to promote and foster the importance of university sport as an integral part of the university experience. Our goal at ANU Sport is to enhance and grow the opportunities for the ANU community to engage in sport, fitness, and recreation, promoting wellbeing and balanced lifestyles.  We deliver programs, products and services for over 5,000 members, catering for participation through to high level performance with an emphasis on experience, excellence, and diversity. 

ANU Sport is responsible for the operation and management of the ANU Sport Fitness Centre and all ANU Sport facilities including the sports halls, climbing wall, grass ovals, boat sheds and tennis courts along with supporting 32 affiliated sporting clubs and delivering social and competitive sporting programs. 

About the role:

The Client Services Coordinator holds a vital customer-facing role within the team at ANU Sport. In this role you will be responsible for the overall daily co-ordination of all front of house activities of the association, in addition to coordinating aspects of memberships to the ANU Sport Fitness Centre.

In this role you will engage closely with a variety of areas and individuals within the ANU Sport team to ensure seamless operation of the front of house operations encompassing member engagement, facility hire and payment, membership marketing, sales, and processing, and ensure the smooth operation of the reception area and related activities. This role may be required to work weekends, early mornings, and evenings. 

Key responsibilities include:

• Supervise all front-of-house activities, including POS functionality and financial obligations.
• Supervise the Client Service Supervisor and assist in allocation of tasks to manage facility and memberships requirements. 
• Work collaboratively with Health and Fitness Coordinator surrounding Fitness Centre operations. 
• Co-ordination of the Customer Service Officers including Rostering.
• Co-ordinate allocation of facilities to clubs and clients on an annual basis.
• Stock control and ordering for FOH products.
• Manage membership sales and subscription process for the ANU Sport Fitness Centre
• Utilise and maintain the membership database/CRM software
• Assist Marketing with planning and delivery of membership marketing promotions
• Co-ordinate and maintain the reception e-mail accounts.
• Assist with and monitor Reception duties where required.
• Deliver timely & accurate reporting to management on sales and membership statistics
• Other duties are required and directed by Management.

About you:

Our ideal candidate is high energy and passionate about sport and physical activity.  You are someone who wants to work with good people and make a difference.  You are a customer service natural who thrives in a fast-paced environment. You are a leader that can ensure a high standard of service is maintained by the staff members under your supervision. 

Mandatory

• Experience in customer service in a fast-paced environment
• Experience in supervising and staff.
• Excellent written and verbal communication skills
• Proven capacity to manage multiple responsibilities.
• Proven capacity to work effectively with a diverse range of stakeholders.
• Willingness to learn, show initiative and exercise judgement.
• Computer literacy

Desirable

• Prior experience in coordinating a membership program
• Prior experience in the management of databases
• Experience in computer programs such as CRM or facility management software

Our Culture

At ANU Sport we have a strong focus on bringing out the best in people, both our students and our staff. This is reflected in our commitment to professional development and a core belief that supporting staff to grow in their role benefits the entire organisation. 

We pride ourselves on our culture that values honesty, passion, connectivity, and being progressive. We are open minded, welcoming and accepting of people, ideas and new ways of thinking. We empower each other to find a better way. We are proactively solutions focused to support the organisations’ purpose. We hold ourselves and each other accountable through clarity and review. We take responsibility for fostering and maintaining a positive and motivating environment. Through these values and agreed behaivours we strive to be a hig-performing team focused on we deliver the best student sport and recreation experience for the University community. 

How to Apply

Do you want to join a dynamic and vibrant team, with a shared focus of delivering great opportunities for our students and the wider community?  Do you believe in the greater benefits of leading an active lifestyle? This could be the role for you. 

Please submit a resume and no more than two page cover letter outlining your suitability for the role and addressing why you believe you will be a strong fit for the ANU Sport team to jobs@anu-sport.com.au by 9.00am, Wednesday 27 March 2024.

For more information on this opportunity please contact Kathleen McCaskie, General, ANU Sport.