Customer Service Manager

Join Us as a Customer Service Manager at MSAC!

About State Sport Centres:

Are you ready to be a crucial part of the dynamic world of State Sport Centres? We are the heartbeat of premier multi-sport facilities in Victoria, dedicated to fostering peak performance, unlocking potential, and delivering world-class events. State Sport Centres are more than just facilities; we're the driving force behind sports enthusiasts reaching new heights. We exist to fuel passion, inspire excellence, and contribute to the well-being of the Victorian community.  Join the team that transforms the sports landscape and creates a legacy of excitement, engagement, and inspiration. 

About the Role:

Passionate about top-tier Customer Service? As our Customer Service Manager, you'll be responsible for driving the delivery of customer satisfaction by overseeing all facets of Customer Service including member services, visitor information and retail.  The incumbent will also play a key role in supporting events at Melbourne Sports and Aquatic Centre (MSAC) and Lakeside Stadium through the delivery of high quality, cost-effective and efficient staffing and capability.  
You will be responsible for leading the implementation and embedding of organisation-wide Customer Service standards, as well as profitability in casual venue utilisation and retail sales.  Engaging the team and building capability to ensure exceptional service is key to this role.

What You'll Do:

• Shine as a leader of a motivated and highly visible Customer Service team by setting and maintaining high standards of service delivery
• Develop and implement customer-focused approaches for service excellence
• Design and deliver a staff training program that builds capability 
• Oversee the handling of customer feedback, ensuring action is taken to see tangible outcomes 
• Drive financial outcomes for casual facility usage and retail operations
• Collaborate with diverse teams - Events, Operations, Finance, Marketing, and more
• Champion safety protocols and maintain operational excellence
• Be the CRM whiz, managing data and insights

About you: 

• Minimum 4 years leading customer-focused teams
• Flexible, open and demonstrated ability to work with a broad range of people, at multiple levels of the organisation and exceptional stakeholder management
• Developing standards and emphasising excellence
• Proven track record managing performance and professional development of staff
• Hold current Working with Children Check and First Aid/CPR certifications
• Detail-oriented, tech-savvy, and a stellar communicator
• Your organisational and teamwork skills? Off the charts!

You will love working at the State Sports Centres. Here’s just a few reasons why:

• Great staff benefits including free parking, performance gym membership, discounts at SSCT Food & Beverage, retail outlets and complimentary court hire for casual bookings across the stadiums
• Family and friends’ discounts on performance gym membership
• Discounts on holiday programs and creche for financial dependents
• Flexible working hours
• You will be challenged daily and can develop yourself as a person as well as gaining valuable career skills
• We have a fantastic team of people who are great to work with
• Our mission is to help people to be excited about sport, engage in healthy activity and feel inspired to be their best. That is a rewarding thing to be a part of
• We are surrounded by elite athletes daily and you will support various elite sports and world class events

How to apply:

Please send through a resume and a cover letter to support your application for this role at the State Sport Centres. We will be reviewing applications and commencing interviews as they come in, so please don't delay in applying. For further information please contact Abigail Grant, Talent Acquisition Business Partner +61 3 9926 1358

SSCT values diversity, is an equal opportunity employer, and encourages applications from culturally and linguistically diverse backgrounds including Aboriginal and Torres Strait Islanders, and from people with disabilities. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are visitors to our venues and facilities. Successful applicants will be required to provide a current Working with Children Check before being able to commence employment.