This is an exciting chance for an experienced manager to join the team at Dee Why RSL as the Customer Service Manager. Reporting directly to the Executive Manager - Gaming, you will be responsible for managing a small team of Customer Service Hosts, and ensuring the delivery of exceptional service standards to the club's members and guests, both within the gaming room and across the broader club.
What you'll be doing
Role-modelling the customer service standards and behaviors that will set the tone for service delivery expectations across the club
Establishing and maintaining a comprehensive set of customer service processes and standards, to ensure exceptional customer service is consistently delivered to all club members and guests
Implementing processes to effectively collect, review, resolve and report on all forms of customer feedback, insights, complaints, and service recovery opportunities
Managing a small team of Customer Service Hosts, including all aspects of their training, development, performance, and service delivery capability
Providing a point of escalation for significant customer service issues, and ensuring their timely and effective resolution
Engaging and collaborating with management across all areas of the club, to ensure customer service delivery remains consistent and aligned
Maintaining a comprehensive understanding of the club's products, promotions, events, and rewards to ensure such information is effectively communicated to members and guests to optimise participation and engagement
Fostering a customer-centric culture, focused on continuous improvement of all aspects of the customer experience




Providing strong leadership to maintain high operational standards, drive outstanding performance, coach and mentor team members, foster a positive and inclusive culture, and ensure effective communication
Approaching everything you do in a professional, positive, and pro-active manner
What we're looking for
Operational management experience in a customer-facing role – specific experience in the club, gaming, or broader hospitality sector would be highly regarded
Extensive people management experience, including effective performance management and team development capabilities
Strong interpersonal, communication, report writing, and time management skills
Someone who's passionate about delivering exceptional customer and team outcomes, and driving positive change
What we offer
At Dee Why RSL, we're committed to providing a supportive and inclusive work environment that encourages personal and professional growth. As the Customer Service Manager, you'll have the opportunity to develop your skills, and advance your career within a pro-active forward-thinking organisation.
You'll also have access to a range of employee benefits including:
17.5% annual leave loading
Employee referral program
Discounted fun at Zone Bowling Dee Why
Discounted gym memberships at a range of Northern Beaches' gyms
Daily meal benefits, free coffee and soft drinks
Free undercover, onsite parking
Free annual flu vaccinations
Discounted childcare fees and Dee Why Kindergarten
Free Chaplain and EAP support
Free access to CommBank's exclusive Workplace & Employee Banking Program
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📌 Customer Service Manager (Sydney)
🏢 Dee Why RSL Club.
📍 Sydney