Job Description

Deliver exceptional customer experiences as the first point of contact at Willoughby Leisure Centre.

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Permanent Part time opportunities working 19 hours per week in a dynamic and community-focused environment.

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Salary from $63,036.88 - $67,955.24 pro rata per annum plus 12% Superannuation.

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Make a Difference Where You Work

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As a Customer Service Officer, you will play a key role in providing outstanding service and creating positive experiences for members, visitors, user groups and the wider community.

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Reporting to the Customer Service Coordinator, you will be responsible for delivering high-quality frontline customer service across a range of leisure centre activities. You will assist customers with memberships, bookings, enquiries and program information, while supporting the smooth day-to-day operation of the Centre.

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This is an exciting opportunity for a customer-focused professional who enjoys working in a fast-paced environment, building positive relationships and contributing to a welcoming and inclusive community facility.

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Why Join Us?

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Make a Positive Impact: Help create memorable customer experiences for members, visitors and community groups.

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Variety in Your Day: Support memberships, bookings, programs, retail sales and customer enquiries in a dynamic leisure environment.

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Collaborative Team Culture: Work alongside passionate colleagues dedicated to delivering excellent service and community outcomes.

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About the Role:

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As the Customer Service Officer, you will:

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Provide exceptional customer service and act as the first point of contact for customer enquiries, feedback and complaints.

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Process memberships, bookings, transactions and customer requests accurately and efficiently.

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Maintain current knowledge of Centre programs, activities,



events, membership options and fees.

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Support membership sales and retention initiatives through face-to-face, phone and written communication.

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Manage telephone and email enquiries professionally, ensuring customers receive accurate and timely information.

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Assist with swim school enquiries and other program-related customer requests.

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Support the setup and pack down of equipment and booking requirements.

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Maintain a welcoming reception environment and ensure retail merchandise is appropriately stocked.

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Assist with School Holiday Programs and other Centre activities as required.

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Follow opening and closing procedures and ensure compliance with Centre policies and Conditions of Entry.

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Contribute positively to a collaborative team environment and support the delivery of excellent customer experiences.

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What You'll Bring:

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Current Working with Children Check.

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Current First Aid and CPR Certification.

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Demonstrated experience delivering high-quality customer service.

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Excellent verbal and written communication skills, including professional telephone manner.

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Robust interpersonal, problem-solving and conflict resolution skills.

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Ability to accurately process transactions and reconcile daily takings.

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Proficiency in Microsoft Office applications and customer management systems.

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Experience using point-of-sale systems.

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Ability to manage multiple tasks and adapt to changing priorities in a fast-paced workplace.

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Understanding of leisure centre operations and customer expectations.

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Ability to work effectively as part of a team.

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Appropriate fitness level to assist with the setup and pack down of sports equipment.

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Previous experience within a leisure, recreation or customer service environment.

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Previous experience in membership sales and retention.

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Knowledge of PG software or similar systems.

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Pool Lifeguard and/or Swim qualifications.

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Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

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Successful candidates may be required to undertake pre-employment screening including police and qualification checks

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Applications close: Sunday, 27 September 2026 at 11:30pm

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Please note recruitment activity may commence before the closing date.

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At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.

📌 Customer Service Officer (New South Wales)
🏢 Willoughby City Council
📍 New South Wales