About Aligned Leisure
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 53 leisure centres, community stadiums, pools, gyms, skate parks, gymnastics programs, 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.
Child Safety Commitment:
Aligned Leisure is committed to the safety of children. We want all children who attend our facilities and/or are in our care to be safe, happy and empowered. We are committed to the safety, protection, participation and empowerment of all children by implementing Child Safe Standards and providing a safe and supportive environment for all children. We make sure that children are not exposed to any form of harmful conduct or abuse and each child is empowered to participate in decisions that affect them and to share any concerns they may have.
The Customer Experience Captain will support the Customer Experience Lead 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 Customer Experience Lead 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:
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Service Quality
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Support the daily operations of Customer Experience
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Playing the role of on field leader to the customer experience team. 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.
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Member of the Leadership Team
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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.
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Outstanding service delivery to all customers and stakeholders
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The Customer Experience Captain will also undertake regular customer service shifts and must be available to work a mixture of early morning, daytime, evening and weekend hours. The Customer Experience Captain may from time to time be required to undertake other tasks as directed by the Customer Experience Lead.
