Job Description

Operations Manager (Recreation and Customer Service)

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OPERATIONS MANAGER (RECREATION AND CUSTOMER SERVICE)
n BUNDOORA INDOOR SPORTS CENTRE PTY LTD
n BUNDOORA, VICTORIA
n FULL-TIME, PERMANENT
n ANNUAL SALARY: $76,515 – $85,000 PLUS SUPERANNUATION

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Position Summary

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The Operations Manager (Recreation and Customer Service) is responsible for planning, directing and coordinating the day-to-day operations of Bundoora Indoor Sports Centre Pty Ltd to ensure efficient service delivery, high customer satisfaction, and effective management of facility resources.

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The role oversees operational, administrative, customer service, staffing, marketing and financial activities while ensuring compliance with workplace health and safety and relevant regulatory requirements.

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Key Responsibilities

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Operations Management

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- Plan, direct and coordinate daily operations to ensure efficient service delivery and high customer satisfaction.
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- Oversee administrative, operational and customer service functions across all areas of the facility.
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- Develop, implement and review operational procedures, customer service policies and workplace practices.
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- Liaise with contractors, suppliers, service providers and other stakeholders to support efficient operations.
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Staff Management

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- Recruit, train, supervise and manage operational and customer service staff.
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- Allocate duties, prepare staff rosters and monitor performance standards.
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- Provide coaching, support and performance feedback.
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- Promote a positive workplace culture and adherence to company policies and procedures.
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Customer Service and Stakeholder Engagement

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- Manage customer enquiries and resolve complaints in a professional and timely manner.
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- Implement service improvement initiatives to enhance customer satisfaction.
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- Engage with customers,



community groups and external stakeholders to promote services and maintain relationships.
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- Review feedback and operational outcomes to identify continuous improvement opportunities.
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Marketing and Business Development

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- Promote services, programs, memberships and venue hire through advertising, digital platforms and community engagement.
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- Assist in developing strategies to increase participation, bookings and revenue.
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- Establish and monitor pricing structures for services and programs.
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Financial and Inventory Management

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- Monitor financial performance and control operational expenditure.
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- Assist with budget preparation and management.
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- Coordinate purchasing, stock control and supply arrangements.
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- Maintain accurate records relating to bookings, inventory, staffing and financial transactions.
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Compliance and Safety

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- Ensure compliance with workplace health and safety legislation and relevant regulatory requirements.
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- Maintain a safe and secure environment for customers, staff and visitors.
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- Implement and monitor risk management and safety procedures.
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Skills and Experience

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- Demonstrated experience in operations management within hospitality, retail, recreation, leisure or service environments.
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- Strong leadership and team management skills.
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- Excellent customer service, communication and interpersonal skills.
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- Sound financial management, budgeting and reporting abilities.
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- Experience in inventory control, purchasing and supplier management.
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- Strong organisational, problem-solving and decision-making skills.
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Qualifications

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- AQF Diploma, Advanced Diploma or bachelor's degree in business, Management, Hospitality, Sport and Recreation or related field; and/or
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- At least three years of relevant management experience in a service-based environment.
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Employment Conditions

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This is a full time position requiring flexibility to work evenings, weekends and public holidays as required.

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