Contact Centre Supervisor - City of Sydney Contract

at  Belgravia Health Leisure Group Pty Ltd

NSW, GUNYAMA PARK AQUATIC AND RECREATION CENTRE - ZETLAND 2017

In managing the centres under The City of Sydney Contract, Belgravia Leisure employs around 500 diverse individuals in roles such as lifeguards, learn to swim instructors, fitness coaches, centre management, and regional support.
The Guest Experience Team works across the different locations and contributes to the Contract’s imperatives of operating sustainably, driving centre attendance, and fostering inclusion for all members of the community.
We are recruiting a Contact Centre Supervisor in a full-time capacity to coach, develop and be accountable for the performance of Guest Experience Officers.

ESSENTIAL QUALIFICATION REQUIREMENT:

• Demonstrated ability coaching teams to achieve sales or customer experience targets
• High level interpersonal skills and the ability to communicate with a diverse range of guests
• Strong CRM systems knowledge
• Level 2 First Aid
• Current CPR
• Working with Children’s Check (Employee status)
• National Police check

DUTIES AND RESPONSIBILITIES INCLUDE:

• Work closely with the Guest Experience Manager to deliver guest experience initiatives
• Reporting on team activity and performance
• Conduct coaching and upskilling sessions for Guest Experience Officers to achieve sales and guest experience KPIs
• Maintaining high levels of a guest satisfaction through feedback channels, as measured by Mystery Shopper and Net Promoter Score (NPS) systems
• Engaging with guests and promoting our services
• Develop relationships with all centres and work collaboratively to provide outstanding guest experiences
• Reporting and trend analysis on issues impacting guest experience and sales

CLICK ON APPLY NOW TO SUBMIT YOUR RESUME, OUTLINING YOUR SUITABILITY TO THE ROLE

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.
Belgravia Leisure is a place where we can all be ourselves and succeed on merit. We encourage applications from Aboriginal and Torres Strait Islander people, LGBTQIA+ people, people from culturally and linguistically diverse backgrounds and people with a disability. We’re happy to adjust our recruitment process to support accessibility needs - reach out to us at demik@belgravialeisure.com.au