Member Experience Officer

at  Macquarie University

PRIMARY DETAIL

An exciting and fast-paced customer service role based in a busy gym that contributes to a great experience for our members.

ABOUT US

Macquarie University Sport and Aquatic Centre (MUSAC) is a multi-purpose venue designed to help meet all the health, fitness and sporting needs of our members and guests. Our facilities include a 6-lane heated indoor pool, and an 8-lane outdoor heated Olympic-sized swimming pool. The centre features a fully equipped health club, group and virtual fitness classes, squash courts, gymnastics / aquatics programs and social sports.
Macquarie University Sport Fields operates 7 days a week, our facilities include 5 professional playing fields which accommodates a variety of events, stadium lighting, canteen and BBQ areas, and four change rooms.

Our Member Experience team is a key function within our centre. As one of our Member Experience Officers you would be:

• Providing a consistent and high level of service to members and guests to drive acquisition and member retention.
• Responding to and actioning customer queries in-person, over the phone and via email.
• Executing acquisition and retention strategies and campaigns to sell memberships.
• Following established processes and procedures for memberships, point of sale transactions, cash handling, end-to-end venue hire bookings, and administration processes associated with the Centres operations and safety policy.
• Respond to member and guest feedback, providing constructive information to continuously improve outcomes that support a positive customer experience

CASUAL ROLE

• Wallumattagal Campus, North Ryde
• Complementary Macquarie University Sport & Aquatic Centre gym access

Our Member Experience team is a key function within our centre. As one of our Member Experience Officers you would be:

• Providing a consistent and high level of service to members and guests to drive acquisition and member retention.
• Responding to and actioning customer queries in-person, over the phone and via email.
• Executing acquisition and retention strategies and campaigns to sell memberships.
• Following established processes and procedures for memberships, point of sale transactions, cash handling, end-to-end venue hire bookings, and administration processes associated with the Centres operations and safety policy.
• Respond to member and guest feedback, providing constructive information to continuously improve outcomes that support a positive customer experience.

To be successful in this role you need:

• Proven experience in a front-line customer facing role.
• Demonstrated success in achieving sales targets, prioritising tasks, and meeting deadlines.
• A proven record of accomplishment in the area of customer experience and continuous improvement.
• Well-developed interpersonal and communication skills including the ability to work collaboratively and to establish, build and maintain respectful and ethical relationships with staff, students, and other key stakeholders.
• Excellent organisational and time management skills and attention to detail.
• Proficient skills in Microsoft Office applications, including database management