Senior Central Reservations Agent

• Two Fulltime Ongoing Positions Available!

The Office of Sport is the lead NSW Government agency for sport and active recreation. We make a difference to people’s lives by creating healthier people, connecting communities and making a stronger NSW.
We are seeking applications from highly motivated and enthusiastic candidates with a strong background in call centre, customer service, and/or reservations. This is an ongoing fulltime role based at Sydney Olympic Park with an attractive salary ranging from $93,295 up to $102,941 per annum per annum plus 11% superannuation and 17.5% leave loading. This is a government-based role with job security and excellent career advancement opportunities.
About the role
We are a vibrant and unique workplace, where no two days are the same! Through our mission of Building Active Communities, we work tirelessly and with passion to improve the lives of people across NSW through sport and active recreation.
With ten Sport and Recreation Centres, six Olympic Sport Venues and offices throughout the state, the Senior Central Reservations Agent leads a team of Central Reservations Agents who assist our customers in the booking of our services, programs at our Sport and Recreation Centres. Our agents are responsible for the sales and coordination of all bookings and maintaining the registration of all services and programs across our Sport and Recreation Centres.
The role entails the need for strong internal and external stakeholder management to ensure that the large volume of enquires and subsequent bookings are actioned, whilst ensuring a customer centric approach is delivered to support high quality customer service.
Travel to regional Centres will be required on an as needed basis to support collaboration with key stakeholders.
For more information, please review the
About you
Our ideal candidate will possess the following:

• the ability to lead a small team of Reservations Agents to respond to a high volume of customer enquiries,
• experience in training, coaching, and mentoring of staff to enhance staff performance to meet business objectives
• ability to report and analyse data and information to prioritize business requirements to enhance client experience
• a service driven approach and ability to prove accurate, high-quality communication and customer service to clients consistent with the values of the Office of Sport
• respond to and follow up customer enquiries, tailor program packages, prepare quotes, administer booking contracts for a high-quality end to end customer experience
• some accounts experience; managing incoming payments in accordance with our financial policies and procedures and debt management, sending account reminders and contacting clients, as well as verifying any discrepancies or account issues
• Know and learn all about our products and services
• Work in accordance with relevant legislation, policies, and standards to ensure service standards and performance objectives are achieved, and the confidentiality, privacy and integrity of information is maintained.

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.
Essential Requirements

• National Criminal Records Check
• Current Working with Children Check (WWCC) Clearance

The Office of Sport is a great place to work, we offer:

• A family friendly and flexible working environment
• A competitive salary
• Generous leave entitlements including recreation, sick/carer’s, family and community services, and flex leave
• Access to salary packaging,

and the Employee Assistance Program * Skills and leadership development training programs

• Free onsite parking
• Convenient location, easy access to public transport and to shops

Our Commitment to Diversity and Inclusion
The Office of Sport is committed to building a workplace that values and supports diversity and inclusion. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islanders, LGBTQIA+ and people from culturally and linguistically diverse backgrounds.
The Office encourages applications from people with disability and will provide reasonable adjustments in our recruitment process and in the workplace. If you need an adjustment in the recruitment process, please call or email the contact person listed, and advise us of your preferred method of communication.
The Office of Sport is committed to keeping children safe. It is the responsibility of all staff, regardless of role, to act to keep children safe from harm.
Application Instruction
Please apply via the IWORKFORNSW website - via the "apply for this role" button below.
When applying you need to:

• Provide your responses to the two pre-screening questions (maximum of 2 pages).
• Attach a cover letter to your online application (maximum 1 page)
• Provide a resume that details your current and previous experiences (maximum of 4 pages)

Further information about “Applying for a role in the NSW Public Service” is available .
Pre-screening questions * Please describe a complex customer service problem that you were required to resolve. What was the problem, what challenges were overcome and how did you resolve it?

• Outline your experience in utilising data and information to support a decision to enhance a process or procedure to meet a business objective. What data and information was analysed, what was the process/procedure developed and how did it meet the objective.