Customer Service Manager / Duty Manager - Harbord Diggers
Mounties Group Values are Family, Honesty, Care, Innovation, Fun, Outcome Driven and Loyalty.
We are a Profit for Purpose organisation owned by its members and we exist to improve the lives of our members.
Mounties Group have over 280,000 members that use our services across a broad range of industry sectors including: Health & Fitness, Retail, Medical, Hospitality, Homecare and Allied Health.
We employ over 1,000 people and are rapidly growing, particularly in the Health and Wellbeing segment of our business.
Our Head office is located in Mount Pritchard and supports businesses across NSW, QLD, VIC and the ACT.
ABOUT THE ROLE
We are currently searching for an experienced and motivated Customer Service Manager / Duty Manager to join and lead our lively close-knit team on apermanentfull-timebasis atHarbord Diggers Club, located in Freshwater, NSW!
As a Customer Service Manager, you will oversee all day-to-day operations throughout the venue overseeing Food, Beverage, Gaming, Member Services, Dock & Cellar, and Kitchen to ensure memorable moments are created with all visitors by effectively supervising, training and providing on-going development opportunities to the team.
More specifically, your duties will include but are not limited to:
Venue management including guest experience, appearance, security, professional leadership
Leadership role that will see you motivating, coaching, mentoring and developing a strong and dynamic team with a focus on delivering exceptional service standards
Talent management and succession planning
Ensure compliance with the Registered Clubs Act, Liquor Act, Food Act, RSA, RCG, HACCP and Gaming Regulations




Liaise with relevant stakeholders as necessary to ensure smooth day-to-day operations
Coordination of rosters ensuring operational needs are met
Ensure continuous improvement of our service delivery
Attend and manage customer complaints and issues
Organisation of workflow
Supervision of employees including training and development as well as oversee and manage the employee performance life cycle
Completion of accurate Risk Manager reporting
ABOUT YOU
To be successful for this role, you should have the following:
Previous experience leading daily operations within a similar role in the Hospitality Industry
Current certification in Responsible Conduct of Gaming (RCG), Responsible Service of Alcohol (RSA), First Aid & Advanced Resuscitation – or willing to obtain
Strong understanding of the Registered Clubs Act, Liquor Act, Food Act, RSA, RCG, HACCP and Gaming Regulations to ensure the Clubs compliance
Strong leadership skills that encourage a supportive work workplace
Exceptional people management, relationship building, and verbal & written communication skills
Great conflict resolution abilities
Availability to work a flexible roster, including days, nights and weekends
4-day rotating roster across the work week with 3-days off per roster week.
OUR BENEFITS
Supportive and inclusive team and culture
Free onsite parking
Ongoing learning and development opportunities
Uniforms provided
Discounted gym membership
GROUP WINNER OF:
Western Sydney Business Awards – Employer of Choice ****
Clubs NSW - Clubs and Community Award for Health and Wellbeing ****
Clubs NSW – Clubs and Community Award for Emergency Services ****
The salary range for this role is $******k per annum.
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📌 Customer Service Manager / Duty Manager - Harbord Diggers (Sydney)
🏢 Mounties
📍 Sydney