About the role
The successful candidate will join the team at Lords Recreation Centre and will contribute to the development and continuous improvement of customer services at Lords, including the memberships and cafe offerings.
About us
The City of Subiaco is in a period of significant growth, with new residential developments, refreshed main streets and public spaces and an expanding mix of retail, dining, culture and recreation.
We are working closely with the community, businesses and partners to guide this change while maintaining Subiaco's heritage, character and identity.
The key responsibilities of this role include:
Providing tailored and valuable customer experiences ensuring services of an exceptional standard.
Managing frontline customer relations.
Identify key opportunities and/or gaps in customer services and program provision to enhance service delivery.
Guide and direct patrons to access and use facilities safely.
Respond and provide follow up on patron enquiries, needs and concerns in a timely manner.
Identify, respond to, escalate, and report incidents or any potential hazards.
Maintaining purchasing and ordering stock for the café.
Provide information about the facilities and services to ensure maximum participation and benefit for patrons.
Guide and direct patrons to access and use facilities safely.
Undertake a range of administrative functions including cash handling, retail sales, reconciliation, and banking, opening, and closing of facilities, purchase ordering, stock set and replacement, record keeping and bookings.
Assist with administrative duties as directed by Coordinator.
Increase membership acquisition and retention rates by developing and delivering membership acquisition and retention strategies.
Provide support to Membership Officers in all aspects of membership sales and membership management (i.e. onboarding, lead generation, prospect follow up, achieving sales and service KPI's and resolving queries, etc.).
Contribute to the effective delivery of the membership systems.
Ensure consistently high service standards in the sale and implementation of membership policies and procedures.
Provide leadership, direction, guidance and support to the teams.




Establish work plans and monitor workflows to meet deadlines.
Plan and prioritise projects and initiatives undertaken by the team with accountability for achievement of outcomes.
Implement and monitor team budget.
In consultation with the Coordinator regularly review, develop and update policies, procedures and work practices.
Conduct performance reviews for team members.
Regularly report on team performance and discuss strategies and issues with Coordinator.
Any other duties as required.
Essential criteria:
Extensive knowledge and understanding of contemporary customer service principles, and genuine commitment to the delivery of customer service excellence.
Flexibility to work operational hours and requirements.
Experience building a highly productive team and driving cultural change.
Detailed knowledge of all centre services operating practices not limited to membership management and customer service delivery.
Demonstrated well developed supervisory and performance management skills.
Demonstrated well developed budgetary skills, including preparation, implementation and monitoring of section budgets.
High level of organisational ability in planning, prioritising and achieving outcomes to deadlines.
Experience in developing and implementing strategies to promote and expand service delivery and memberships.
Highly developed and proven interpersonal, written and verbal communication and influencing skills.
High level of organisational ability in planning, prioritising and achieving outcomes to deadlines.
Ability to use corporate computer systems.
Relevant tertiary level qualification and/or relevant work experience.
Maintained Senior First Aid Certificate.
Maintained Working with Children check.
National Police Clearance (issued in the last 6 months)
Desirable:




Driver's licence.
If you would like to receive a full PDF copy of the position description, please send your request to ******, referencing this position title.
Salary package:
In line with the City of Subiaco Inside Staff Industrial Agreement ****, this position is classified as a Level 5.
The salary range is $89,****** to $99,****** per annum, exclusive of superannuation
Working for the City of Subiaco:
We are committed to equal chance employment and offer great benefits to help you achieve a positive work-life balance, including (but not limited to):
Up to 5 weeks' annual leave plus the option to accrue time in lieu.
Sustainable travel allowance/parking permit.
Free membership to Lords Recreation centre.
Superannuation co-contributions.
12 weeks of paid parental leave
24/7 employee assistance programme
Learning and development opportunities.
Novated lease and salary packaging options.
See what other benefits the City can offer you here: .
Application process:
To apply for this position, please click Apply or alternatively Apply with Seek to submit your application.
You will be asked to upload a CV and a cover letter to support your application.
To be considered for the role, it is essential that you demonstrate in your application how you meet the essential criteria.
You should ensure that the information you provide in your application is relevant to the job role and is a true and accurate reflection of your experience and skillset.
As an equal opportunity employer, we encourage applications from candidates of all backgrounds.
We recognise that we are strengthened by diversity and are committed to providing a diverse and inclusive work environment in which everyone is included and treated fairly with respect.
Closing date: Monday 14 September ****.
The City of Subiaco reserves the right to commence shortlisting and interviews earlier than the closing date.
The City also reserves the right to close the vacancy early; therefore, if you are interested in this position, please submit an application as early as possible.
Applicants must have the right to work in Australia.

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