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
POSITION PURPOSE:
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 position at the front desk, 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 behaviours throughout the entire team.
KEY RESPONSIBILITIES:
Member and student acquisition and retention
Undertake outbound telemarketing to prospects.
Capture all data at the point of all program and service enquiries.
Identify “at risk” members and students.
Personal follow up of non-renewals.
Personal follow up of membership and student questions or complaints where non-renewal may be likely.
Customer service desk responsibilities
Provide the frontline service for all facility programs and services.
Proactively address all enquiries, ensuring that suitable outcomes are provided to each individual customer.
Look for upsell and cross sell opportunities based on individual needs.
All administrative duties that are required as part of a successful frontline function.
Take tours as requested by customers.
Outstanding service delivery to all customers and stakeholders
Aligned Leisure 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?”
All Aligned Leisure staff will understand and deliver on our customer charter and service promise.
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
Experience in sales (Preferred, but not essential)
The position will be subject to relevant pre-employment checks such as a Police Check and must maintain a current working with children check
The successful applicant must hold or be willing to attain first aid and CPR qualifications
Personal Attributes:
Customer focused
Enjoys selling memberships, swimming lessons and other services to prospective members
Understands/enjoys the leisure industry and motivated to serve Aligned Leisure
