Job Summary
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.
At Hume City Council – Active Living, we pride ourselves on creating a workplace culture that is united, proactive, inclusive and unrivaled.
We are seeking a proactive and leadership‐oriented professional to manage our frontline reception and café teams.
The Team Leader Customer Experience will drive exceptional service delivery for Hume City Council residents by fostering a safe, inclusive, and welcoming setting.
You will be responsible for leading frontline operations, ensuring the consistent implementation of procedures, and role‐modeling a culture of excellence and continuous improvement within our leisure facilities.
Permanent Full Time
$83,****** per annum plus Superannuation
Join the Active Living team
Responsibilities
Work with the Coordinator Customer Experience and Customer Service Team Leaders at all facilities to plan and facilitate recruitment and onboarding of new Customer Service Officers including café staff to maintain appropriate workforce levels, including peak season preparations.
Maintain appropriate rostering, supervision, support, and performance management of customer service and café officers to ensure the highest standards of safety and service delivery, including 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 programmes 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.
Qualifications 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, and 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.
Required 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
Competitive salary package
Professional development opportunities
Supportive work environment
A child‐safe organisation and an equal opportunity employer.
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.
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 - Balc (Victoria)
🏢 Hume City Council
📍 Victoria