Senior Customer Experience Officer

Two Full-Time Permanent Roles Available!

About the roles

You may have noticed several open recruitment positions – and there’s a great reason for it! We’ve just completed an exciting restructure within our Leisureplex facilities, leading to well-deserved internal promotions and the creation of new roles.

We are currently seeking two enthusiastic, creative and experienced Senior Customer Experience Officers to join our Leisure Team to help us deliver high-quality customer service to our community! As a Senior Customer Experience Officer, you will play a crucial role in providing support in handling customer inquiries and ensuring exceptional service is delivered at Cannington and Riverton Leisureplex. Apply today!

Key Responsibilities:

• Oversee and undertake Customer Service duties involved with revenue collection, receipt reconciliation and banking functions
• Create and monitor Customer Service staff rosters to ensure appropriate staffing levels and a high standard of customer service provision is always maintained
• Maintain effective security systems in terms of cash handling procedures
• Maintain procedures for customer feedback and suggestions
• Undertake reception duties, including answering incoming calls and emails and responding to customer enquiries as appropriate
• Maintain retail and kiosk stock levels, input stock into facility management system, communicate stock needs with Customer Experience Team Leader
• Implement customer service initiatives that contribute to overall Recreation and Leisure objectives
• Manage casual facility hire including invoicing and processing entries through the nominated Recreation and Leisure Services software system in liaison with key stakeholders
• Oversee in liaison with customer service staff the banking of monies received in accordance with the City’s banking procedures
• Implement effective operation of the physical environment and ensure a clean and well-maintained workplace
• Manage Birthday Party enquiries in liaison with key stakeholders to ensure parties are booked into the system and staffed appropriately

About you:

• Extensive experience working in a highly collaborative, flexible and customer focused environment
• Previous experience in front line management, with proven problem-solving skills to address operational or employee issues
• Demonstrated experience in leading and managing the activities of self and others including coaching, development, and performance management
• Experience in managing enquiries from multiple channels (reception, phone, email, online, SMS)
• Demonstrated superior written, verbal communication and interpersonal skills.
• Excellent customer service skills
• Proven high level organisational skills, including in roles where managing multiple tasks concurrently, highly developed time management skills, motivation and attention to detail have been critical to success.
• Demonstrated high level of Computer literacy skills including Microsoft Office with the ability to learn new programs.
• Leisure Management software experience
• Current satisfactory National Police Clearance

Why should I apply for this role?

• Two permanent full-time roles in a thriving Tier-1 local government!
• Monthly rostered day off or 9-Day fortnight* (*subject to final signoff of Industrial Agreement due early 2025.)
• $78,628.94 - $81,916.58 per annum + super
• We match super contributions to help you save for your future
• 17.5% paid Annual Leave Loading for when you take annual leave
• Access to a comprehensive wellbeing program and initiatives, including wellness seminars, discounted health insurance, flu vaccination and financial health checks
• Free confidential Employee Assistance Program for personal and professional support
• Genuine commitment to learning and development.
• Membership to Cannington and Riverton Leisureplexes (gym, aquatics, sauna, group fitness).

Impact the Community in a Big Way

The City of Canning aims to be a welcoming and thriving city, giving our people an opportunity to thrive through work that truly makes a difference! With a population of around 100,000 over 64 square km of land, we provide services to support and develop our community every day. We believe that engaging people with diverse backgrounds and all abilities will assist in delivering superior services to our community and are committed to the principles of equal opportunity for all.

Canning welcomes you to apply:

To view the position description and complete an application, visit www.canning.wa.gov.au/jobs, select the position and click “APPLY” (Resume & Cover letter PDF format preferred). You may also contact Jae Kilgour, Coordinator Operations, on 0481 094 358 for a confidential discussion.

Applications are open until 5.00pm Thursday 20 March 2025, we reserve the right to contact applicants and close the advertising period early.