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
The Bay Pavilions Customer Experience Captain will support the Head of Customer Experience & Memberships in the day-to-day operations and provide strong leadership and clear direction for customer service professionals to deliver exceptional service to our customers.
The Customer Experience Captain will be required to work collaboratively with the Head of Customer Experience & Memberships to deliver outstanding service and provide memorable experiences for our customers, whilst at the same time, capitalising on all sales enquiries and leads and ensuring response times are adhered to.
Management and maintenance of the customer management systems is an integral part of the role.
They will work collaboratively to ensure we are achieving the highest levels of health and safety through rigorous training, reporting and education, customer experience, engaging with all patrons and maximizing member acquisition and retention. They will work relentlessly to implement the Aligned Leisure values of AWARE, DISCIPLINED, RELENTLESS and UNITED.
KEY RESPONSIBILITIES:
Service Quality
Lead the Bay Pavilions Customer Experience Team with visible leadership through direct customer facing presence. Ensure the Customer Experience team are operating in line with Aligned Leisure Service Standards including a large focus on occupation health and safety regulations.
Oversight, leadership and constant improvement of our service promise outlined in the Bay Pavilion Leisure Facilities Customer Charter and Aligned Leisure Service Standards.
Organise and run the development of staff training sessions that are in line with our strategic service plan and other service standards. Deliver these training sessions on a quarterly basis to the Bay Pavilion Customer Experience Team with the assistance of the Head of Customer Experience & Membership Manager
Support the daily operations of Customer Experience
Playing the role of on field leader to the customer experience team of the Bay Pavilions. This includes setting of rosters with a focus on the right people in the right role, rostering within agreed annual budgets, service needs and supporting the engagement of new team members.
First point of call for the Customer Experience team of the Bay Pavilions, providing a united and supportive team environment.
Assist in maintaining integrity of the Bay Pavilions database including accuracy with customer records, outstanding debt management and other process requirements as lead by the Head of Customer Experience & Memberships.
Responsible for the planning and development of merchandising strategies. Analyse sales, customers reactions and market trends to anticipate product needs. Collaborating with suppliers and to negotiate wholesale prices.
Ensure a relentless focus is maintained at all times on department service standards and quality control which includes creating and maintaining checklists, data recording and enquiry communications are completed on a daily basis.
Play a lead role in the development and implementation of key customer acquisition and retention activities, whilst motivating the Bay Pavilions customer experience team.
Be the point of contact for the Bay Pavilions, Narooma and Moruya Pools for Fitness Passport enquiries and payments
Ensure the equipment is running correctly and be the point of contact with Comwire for any issues that arise. Ensure supplies are stocked for the Bay Pavilions Customer Service Team to ensure they can THRIVE in their roles.
Responsible for communication procedures to ensure information from all areas of the Bay Pavilions is available for the Customer Team Members as they are the front line for patron enquiries. Communication in written and verbal form to ensure all staff members have information to set them up for success.
Member of the Bay Pavilion Leadership Team
Members of the Leadership Team will role model the values of aware, discipline, relentless and united at all times. They will instil these values throughout the organisation and ensure that all new staff are hired with these values in mind.
Members of the Leadership Team will at all times act in the best interests of Aligned Leisure and Eurobodalla Shire Council. If at any time a member of the leadership team believes that these priorities are not aligned, then the situation should be escalated to the Bay Pavilion Manager.
Outstanding service delivery to all customers and stakeholders
Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers. In your role, you will be relentless in identifying these opportunities and you will always ask yourself “How would I want a member of my family treated in this situation?”
All Aligned Leisure staff will understand and deliver on our customer charter and service promise.
The Bay Pavilions Customer Experience Captain may from time to time be required to undertake other tasks as directed by the Head of Customer Experience & Memberships
A week in the life of the Customer Experience Captain will on average be 28 hours of direct customer facing interaction combined with 10 hours of indirect time to support the coordination of the team requirements. This will include early morning, evening and weekend shifts
Desired Skills and Experience
Essential Qualifications and Experience:
Experience in managing and training teams
Experience in membership sales (preferred but not essential)
Experience in delivering exceptional customer service
Current CPR and First Aid
Working with Children’s Check
Police Check
Personal Attributes:
Customer focussed
Enjoys selling and developing staff to be able to sell
Understands/enjoys the Leisure Industry and motivated to serve Aligned Leisure.
