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.
Job Summary
We are seeking a proactive and leadership‐oriented professional to manage our frontline reception and cafe teams. The Team Leader Customer Experience will drive exceptional service delivery for Hume City Council residents by fostering a secure, inclusive, and welcoming environment. The role involves leading frontline operations, ensuring the consistent implementation of procedures, and role‐modeling a culture of excellence and continuous improvement within our leisure facilities.
Responsibilities
With support from the Coordinator Customer Experience, plan and facilitate recruitment and onboarding of new Customer Service Officers including cafe staff to maintain appropriate workforce levels, including preparations for peak seasons.
Maintain appropriate rostering, supervision, support, and performance management of customer service and cafe officers to ensure the highest standards of safety and service delivery, including completion of quarterly check‐ins 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, deliver high‐quality customer service.
Establish and promote an organisational culture committed to safety by complying with relevant regulations, organisational policies and procedures, standards, guidelines, and industry best practices.




Support team development through effective communication, coaching, and performance management, ensuring high standards of service are consistently met.
Oversee training programs for the customer service team to ensure staff retain industry‐standard expertise, skills, and abilities.
Monitor and review operational systems, assisting in the development of strategies and policies that ensure customer service excellence and administrative compliance.
Skills and Experience
Knowledge and demonstrated understanding of current recreation trends, development, management and evaluation of a wide range of recreation programmes and services.
Knowledge and demonstrated understanding of public health and safety issues, as well as other relevant guidelines and regulations.
Significant experience in a leisure centre setting, with a strong understanding of recreation trends and service delivery.
Demonstrated ability to lead and coordinate large teams, including experience in staff supervision, recruitment, and professional development.
Demonstrated skills in administration, marketing, and basic financial procedures and processes, promotional and public relation skills, and familiarity with cashiering procedures.




Strong interpersonal and communication skills, with the ability to engage effectively with community members from diverse backgrounds and cultures.
Proven organisational and management skills, including the ability to set priorities, plan work schedules, and meet objectives within resource constraints.
Commitment to workplace safety, with experience implementing WHS policies, procedures, and staff inductions.
Extensive experience leading and developing teams, with a proven track record in driving high‐quality customer experience.
Demonstrated digital literacy, including proficiency in Microsoft Office and digital rostering/timesheet systems.
Certifications & Qualifications
Relevant tertiary qualifications or significant industry experience in management, customer service, or leisure operations.
Current Employee Working with Children Check.
Current Level 2 First Aid and CPR Certificate.
Current driver's licence.
Benefits
We offer a competitive salary package, professional development opportunities, and a supportive work environment.
Equal Opportunity Employer
A child‐safe organisation and an equal opportunities employer. Hume City Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.
Background Checks
All candidates will be required to undertake background and probity checks including reference checks, Working with Children Check, and a criminal record check.
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📌 Team Leader Customer Service - Splash (Melbourne)
🏢 Hume City Council
📍 Melbourne