AddressAbout 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 49 leisure centres, community stadiums, pools, gyms, 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.
Job Responsibilities:
The Customer Experience Captain will support the Customer Experience Lead in the day-to-day operations and provide strong leadership and clear direction for customer service professionals to deliver exceptional service to our customers.
The Customer Experience Captain will be required to work collaboratively with the Customer Experience Lead to deliver outstanding service and provide memorable experiences for our customers, whilst at the same time, capitalising on all sales enquiries and leads and ensuring response times are adhered to. Management and maintenance of the customer management systems is an integral part of the role.
They will work collaboratively to ensure we are achieving the highest levels of health and safety through rigorous training, reporting and education, Customer Experience, engaging with all patrons and maximizing member acquisition and retention.
Specifically your responsibilities will include:
- Lead the Customer Experience Team with visible leadership through direct customer facing presence. Ensure the Customer Experience team are operating in line with Aligned Leisure Service Standards including a large focus on occupation health and safety regulations.
- Assist the Customer Experience Lead with the development of staff training sessions that are in line with our strategic service plan and other service standards. Deliver these training sessions on a quarterly basis to the Customer Experience Team
- Playing the role of on field leader to the Customer Experience team. This includes setting of rosters with a focus on the right people in the right role, rostering within agreed annual budgets, service needs and supporting the engagement of new team members.
- Members of the Leadership Team will role model the values of aware, discipline, relentless and united at all times. They will instil these values throughout the organisation and ensure that all new staff are hired with these values in mind.
Desired Skills and experiences:
- Experience in managing a team
- Experience in membership sales
- Experience in delivering exceptional customer service
- Current CPR and First Aid
- Working with Children’s Check
- Police Check
