Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond’s health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 32 leisure centres, community stadiums, pools, gyms, theatres and other facilities throughout Victoria and New South Wales.
At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.
We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.
Job Description
Customer Experience Officers are our frontline staff who will deliver service quality that exceeds the expectations of our customers in every transaction they have with us. From their positions at the front desk of our facilities, Customer Experience Officers will be relentless in delivering outstanding service and building quality relationships with facility users.
This high level of service and relationship building will lead to improved revenue, through more members, more program participants and more repeat customers. Our Customer Experience Officers will have a thorough understanding of all programs that we run throughout the community and will help to match these programs and benefits to the unique needs of each of our customers.
This position will work relentlessly to implement the Aligned Leisure purpose of CONNECTING TO THRIVE AND WIN, values of AWARE, DISCIPLINED, RELENTLESS and UNITED, and associated behaviors throughout the entire team.
Key Responsibilities:
1. Members - Completing outbound telemarketing to prospects, capturing data at the point of all program and service enquiries, identifying at risk members, personal follow up on non-renewals.
2. Customer Service desk responsibilities - Providing the frontline service for all facility programs and services, proactivity addresses all enquiries, look for upselling and cross selling opportunities based on customer needs, all administrative duties required as part of a successful frontline function, facility tours as requested by customers.
3. Outstanding service delivery to all customers and stakeholders - Our company will be renowned for delivering outstanding service and providing memorable experiences for our customers. This role will be relentless in identifying these opportunities and will always ask "How would I want a member of my family treated in this situation?"
Customer Experience Officers may from time to time be required to undertake other tasks as directed by the Head of Customer Experience & Marketing.
Desired Skills and Experience
ESSENTIAL QUALIFICATIONS AND EXPERIENCE:
Experience in delivering exceptional customer service is preferred, but not essential.
Experience in sales is preferred, but not essential.
The successful applicant must hold or be willing to attain first aid and CPR qualifications.
PERSONAL ATTRIBUTES:
Customer focused.
Ability to work effectively in a team environment.
Preparedness to be flexible regarding working hours and arrangements relating to work associated.
Eagerness to listen, learn and develop.
Enjoys selling memberships, swimming lessons and other services to prospective members.
Understands/enjoys the leisure industry and motivated to serve Aligned Leisure
Relentless in their approach to sales and service
At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with patrons and customers, but also about staff connecting with each other with humor and care, through storytelling and authenticity, to build genuine relationships.
Flexibility is something that we value. We recognize that this will mean different things to different people and are supportive of various flexible work arrangements, including the ability to work from home.
We’re committed to fostering a diverse and inclusive workplace and strongly encourage applicants from all backgrounds to apply.
