Customer Service Team Leader

at  Hume City Council

JOB DESCRIPTION

• Permanent Part-time 18.5 hours per week
• $81,672.54 per annum (pro rata) plus Superannuation
• Join the Active Living team
  Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.
  To ensure the provision of high-quality aquatic and recreation opportunities to Hume City Council residents, by providing safe, friendly, inclusive and welcoming environments through leading the delivery of high-quality customer service.

REQUIRED CERTIFICATIONS & QUALIFICATIONS:

• Tertiary qualifications relating to leisure, sport, or recreation management, including human resource and customer service disciplines or lesser formal qualification with relevant experience in customer service coordination and delivery.
• Current Level 2 First Aid and CPR Certificate.
• Current Driver’s Licence.
• Desirable - Current Pool Lifeguard Award.

WHAT YOU’LL BE DOING:

• With support from the Coordinator Customer Experience, and in conjunction with Customer Service Team Leaders at all facilities, plan and facilitate recruitment and onboarding of new Customer Service Officers including café staff to ensure an appropriate work force level is maintained including preparations for peak seasons.
• Maintain appropriate rostering, supervision, support, and performance management of customer service and café officers to ensure the highest standards of safety and service delivery is always provided including completion of annual My Hume Reviews for Part Time staff and routine catch ups with Casual staff.
• Support the Coordinator Customer Experience and in conjunction with Customer Service Team Leaders at all facilities in delivering high quality Customer service.
• Establish and promote an organisational culture committed to safety by compliance with relevant regulations, Organisational Policies and Procedures, standards, guidelines, and industry best practises.
• Ensure that all staff employed at the Centre maintains current required qualifications and skills to carry out the tasks assigned to them.
• Work closely with members of the public, user groups and community groups to ensure that the actions and behaviours of all customers/staff members provide for the safety and enjoyment of both themselves and all other customers/staff members within the centre.
• Support the Coordinator Compliance and Safety through completion of incident investigations and corrective actions and in the development, implementation, review and routine practice of the Emergency Preparedness and Response Procedure. Provide advice, within the role, relating to Customer service areas including café regarding prevention and response to Emergencies of various kinds.

THE SKILLS AND EXPERIENCE YOU’LL BRING TO THE ROLE:

• Knowledge and demonstrated understanding of current recreation trends, development, management, and evaluation of a wide range of recreation programs and services.
• Knowledge and demonstrated understanding of public health and safety issues, and other relevant guidelines and regulations.
• Excellent communication skills and ability to gain cooperation and communicate both verbally and in writing to a broad range of people from diverse backgrounds and cultures.
• Ability to interact effectively with customers, identify customer needs and expectations, deal with difficult customer situations, decide the appropriate action and respond accordingly and present a positive Council image.
• Demonstrated ability to relate to and may resolve problems, in general and with other Council departments in the provision of recreational services.
• Demonstrated understanding of the role and positioning of customer service and its importance to organisational goals and objectives.
• Ability to implement ‘best practice’ systems, technology and procedures that contribute to customer service excellence.