Swim School Customer Experience Manager - Mount OmmaneyCarlile Swim Operations Pty Ltd – Brisbane QLDCustomer Experience Manager – Carlile SwimMount Ommaney, QLDFull TimeJoin Australia's most respected swim school networkBe Part of an Established Centre with a Growing TeamCarlile Swim Mount Ommaney is a thriving and well-established swim school, and we're looking for a Customer Experience Manager to join our leadership team and support the centre's continued growth.This is a fantastic opportunity for someone ready to step into, or grow, their leadership while playing a key role in customer experience, team development and centre performance.About Carlile Swim:When Children Swim Better, Families Feel SaferAt Carlile Swim, we believe every child should learn to swim well.
As Australia's leading swim school, we deliver millions of lessons each year across a growing national network, helping children become safer, more confident swimmers for life.Founded by Forbes and Ursula Carlile, Carlile Swim pioneered the learn-to-swim industry in Australia and has been shaping it for 80 years.
They established Australia's first commercial swim school and set the standard for teaching methods, innovation and an uncompromising commitment to child safety that continues today.The Opportunity:With the guidance from the Swim School Manager, you will help lead and strengthen a high-performing Customer Experience team within a busy and growing centre workplace.
You will play a key role in shaping the customer journey and maintaining the high service standards Carlile Swim is known for, ensuring every family experiences care, professionalism and efficiency throughout their swim journey.The Role & You:You are a dynamic,



people-focused leader with a genuine passion for customer experience and operational excellence.Reporting directly to the Swim School Manager, you will oversee customer experience delivery across the school and work closely with the Program Manager to support smooth day-to-day operations and a unified leadership approach.This is a hands-on leadership role where you will lead the Customer Experience team, support Pool Deck Supervisors, manage administration and work actively within the program across customer experience, pool deck supervision and teaching shifts, while fostering a strong customer-focused culture within the centre.What Carlile Expects from You:A strong sense of purpose, understanding that what you do truly mattersA commitment to creating value for families who trust Carlile with their childrenA leadership style that is caring, supportive and inclusiveA collaborative mindset and willingness to contribute to team successRespect and integrity in everything you do, with child safety at the centre of decisionsA willingness to innovate and embrace new ideas as we continue to evolveKey Responsibilities:Recruit,



train and mentor Customer Experience team members and Pool Deck SupervisorsConduct performance reviews and support team developmentManage team rosters and staffing to support operational efficiencyWork regular operational shifts across customer experience, pool deck supervision and teaching, leading by example within the programMonitor customer service standards and deliver ongoing team trainingComplete administration tasks including reconciliation, banking, stock ordering and stocktakesOversee customer communications, bookings and enquiriesPartner with the Swim School Manager to improve processes and centre operationsFoster a safe, inclusive and supportive team cultureEnsure compliance with WHS, child protection and safety standardsSkills & Qualifications:EducationSwim Teacher qualification (or willingness to obtain)Current CPR and First Aid CertificateWorking With Children CheckExperienceExperience leading customer experience or front-of-house teamsExperience with rostering, administration and team leadershipStrong operational capability and attention to detailTechnical SkillsConfidence using booking, scheduling and operational systemsSoft SkillsStrong communication, leadership and mentoring skillsSound understanding of safeguarding children and WHS standardsWhy Join Carlile Swim?
Work with Australia's leading swim school and a brand with 80 years of proven impact and strong community focusBe part of a purpose-led team helping children become safer, more confident swimmers for lifeWork with a supportive and collaborative teamGrow your career in a role with real meaningAt Carlile Swim we lead with P.A.C.E. Our people are Passionate, All In, Connected and always Evolving.Carlile Swim is committed to protecting children and young people from harm.
All appointments are subject to appropriate screening and safeguarding requirements.
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📌 Swim School Customer Experience Manager - Mount Ommaney (Brisbane)
🏢 Carlile Swim Operations
📍 Brisbane