COMPANY PROFILE:
Our purpose, connecting to thrive and win, is what drives us, it is the reason we exist. Our priority is connecting to our partners, delivering on their objectives, and allowing their communities to thrive and win. We achieve this through our commitments to improving health and wellbeing, driving community connection, high-performing people, and robust management systems.
Aligned Leisure enriches communities and ignites connections. We enable communities to thrive through art, aquatic, fitness, health, sport, and wellbeing services. Our services are not about us. We work with our partners to deliver programs and services tailored to their unique community needs.
Aligned Leisure draws upon the unparalleled capacity of its parent company, the Richmond Football Club, to deliver initiatives reaching deeply into communities and driving positive change in health, education, gender equity and the alleviation of disadvantage.
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.
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.
The Customer Experience Officer 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:
1. Frontline & customer experience
• Provide frontline service of 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.
• Conduct facility tours as requested by customers.
2. Member, participant and program enrolment acquisition and retention
• Undertake outbound acquisition calls to prospective members.
• Capture all data at the point of all program and service enquiries.
• Identify “at risk” members and participants.
• Conduct personal follow up of non-renewing members or participants.
• Conduct follow up of membership, participant and program enrolment questions/complaints where non-renewal may be likely.
3. Outstanding service delivery to all customers and stakeholders
• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers. The Customer Experience Officer will be relentless in identifying opportunities to provide exceptional service and will continuously ask themselves, “How would I want a member of my family to be treated in this situation?”
• Lead and deliver on our customer charter and service standards.
The Customer Experience Officer may be required to undertake other tasks as directed by the Customer Experience Captain or other senior leaders. The Customer Experience Officer will also undertake regular direct service shifts and must be regularly visible across all facilities. Availability may be required in mornings, nights and weekends.
KEY RELATIONSHIPS:
• Contract leadership teams and employees
• Relevant Council staff and officers
• Key user and community groups
ESSENTIAL QUALIFICATIONS AND EXPERIENCE:
• Previous experience in delivering exceptional customer service.
• Previous experience in sales (desired, not essential).
• The position may be subject to relevant pre-employment checks such as a Police Check and must maintain a current Working with Children’s Check or equivalent.
• The successful applicant must hold or be willing to attain first aid and CPR qualifications
PERSONAL ATTRIBUTES:
• Focused on the customer.
• Understands, enjoys and is highly motivated to work in community sport and leisure.
• Relentless in their approach to delivering exceptional service.
