Customer Experience Team Lead – State Netball & Hockey Centre

• Great staff benefits including free parking, performance gym membership, discounts at SSCT food & beverage outlets, retail outlets and complimentary court hire for casual bookings across the stadiums

• Flexible working arrangements

• You will be challenged daily and can develop yourself as a person as well as gaining valuable career skills

Introduction

The State Sport Centres vision is to enable sporting organisations and individuals to achieve peak performance, reach their potential and deliver world-class events. Our purpose at State Sport Centres is simple; we want people to be excited about sport, engage in healthy activity and feel inspired to perform at their best.

We are driven to deliver an environment that excites people about sport at all levels, from beginners to elite athletes, inspiring them to reach their goals.

Statement of Commitment to Child Safety and Wellbeing

The State Sport Centres Trust (SSCT) is committed to the safety and wellbeing of children and young people.

We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse, discrimination and inequality. Children and young people’s rights, relationships, identity and culture must be recognised and respected, their voices heard, and their concerns acted upon.

We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are visitors to our venues and facilities.

The SSCT requires all staff to uphold these commitments. The SSCT has specific policies, work instructions and training in place to achieve these commitments.

About the role

The Customer Service Team Leader is responsible for leading the customer service team across State Netball & Hockey Centre. The role is key in developing and maintaining strong customer engagement, ensuring the highest possible level of service is being delivered. Strong emphasis is placed on developing and maintaining robust systems and processes to ensure customer service standards are consistently achieved.

Are you ready to be a crucial part of the dynamic world of State Sport Centres? We are the heartbeat of premier multi-sport facilities in Victoria, dedicated to fostering peak performance, unlocking potential, and delivering world-class events. State Sport Centres are more than just facilities; we’re the driving force behind sports enthusiasts reaching new heights. We exist to fuel passion, inspire excellence, and contribute to the well-being of the Victorian community. Join the team that transforms the sports landscape and creates a legacy of excitement, engagement, and inspiration.

As Customer Service Team Leader at the State Netball Hockey Centre, you’ll lead and develop a high-performing team, fostering a positive workplace culture. Through coaching and training, you’ll empower staff to deliver exceptional customer service, ensuring a seamless and engaging experience.

You’ll be the first point of contact for customer feedback, driving a customer-first approach that enhances client acquisition and retention. Managing rosters, compliance, and event bookings, you’ll ensure smooth operations while collaborating with key stakeholders.

With a focus on continuous improvement, you’ll refine processes, implement best practices, and manage budgets to optimise efficiency and service excellence.

Duties and Responsibilities

Leadership

• Oversee the performance, development of the customer service team, providing guidance and support to all team members
• Work with each team member to deliver exceptional customer experience across all activities
• Drive attitude and culture improvements throughout teams aligned with SSCT Ethos
• Facilitate, promote and co-ordinate training needs
• Liaise with external stakeholders, developing and maintaining strong relationships

Customer Service

• Listen to, resolve and escalate customer complaints and feedback as required
• Ensure customer emails, correspondence and replies are actioned in a timely fashion
• Develop and maintain a customer-centric service culture that will positively impact key metrics such as but not limited to new client acquisition

Administration

• Complete rostering to ensure adequate and efficient staff deployment to meet business needs
• Monitor qualifications and ensure team member compliance at all times
• Bookings and session availabilities are accurate and reflected within all applicable platforms
• Complete ticketing system setup for events and ensure client needs are delivered prior to, during and after the conclusion of events

General

• Ensure department operates within budget
• Work collaboratively with SSCT teams including Events & Bookings, Finance, Marketing &
  People Support
• Monitor and achieve budget, in particular rostering of staff in line with budgeted roster model

Training Attendance and Participation

All SSCT staff are required to undergo a range of mandatory training sessions from time to time.

All staff are expected to:

• Ensure timely attendance at all training sessions as outlined by the organisation or
• department
• Adhere to the established training schedule and promptly report any conflicts or absences
• to supervisors in advance
• Engage fully in training activities, including discussions, group work, and hands-on exercises
• Contribute meaningfully to training sessions by asking relevant questions and providing feedback where appropriate
• Complete any pre-training or post-training assignments, assessments, or evaluations to the best of your ability

Relationships

Internal

• Customer Service Team
• SNHC Management
• Events and Bookings team
• Internal support services: Finance, People Support, Payroll and Marketing
• Duty Manager team for day-to-day operational and compliance requirements and issues

External

• Customers
• Sports Partners
• contractors and hirers

Skills & required knowledge

• Proven track record in leading large teams
• Previous experience in customer service essential, and ideally within a sport/recreation, hospitality or leisure setting
• Demonstrated customer-centric attitude
• Excellent communication and problem-solving skills
• Experience using Perfect Gym and Venue booking software desirable
• Proven ability to develop strong working relationships and partnerships at all levels of business
• Excellent stakeholder relationship management, communication and negotiating skills considered critical
• Computer literacy and experience
• Proven background in procedure development

Qualifications and Compliance/Regulatory Requirements

• Current Victorian Working with Children’s Check (Employee)
• First Aid and CPR

Role competencies

• Attention to detail
  • Maintains a healthy level of awareness to look for ways to improve oneself and the team
    Regularly reviews current procedures and seeks out to find efficiencies and accuracy
  • Organises resources and time efficiently
  • Monitors the accuracy of information to provide accurate and consistent work across the team
  • Motivates others to understand the collective impact of actions toward the wider business
  • Gain greater knowledge of other areas of business to perform

• Dependability
  • Integrates all known information and significant factors into the planning process
  • Is transparent about the timeline in completing a task or project
  • Demonstrates the ability to manage change and communicates plans to key people in a timely manner
  • Communicates plans and timetables to key people (including managers and stakeholders) in good time

• Integrity
  • Keeping employees up to date on the current activities of business which directly affect them
  • Uses communication to facilitate trust within the team
  • Leads with transparency and ethical behaviour

• Leadership
  • Communicates Our Values with passion and clarity
  • Takes responsibility and is willing to be held accountable
  • Gives staff a clear sense of direction and purpose
  • Inspires and motivates staff to perform at the highest levels
  • Is open, honest and accountable in their actions

• Self-Awareness
  • Capability to self-evaluate before, during and after a variety of interactions
  • Deploying self-questioning to evaluate how own actions can improve current business situations
  • Analyse own interpersonal style in comparison with others to map team success
  • Utilise Emotional Intelligence to adapt oneself with others

• Collaboration
  • Ensures joint ownership of goal setting, commitments and accomplishments
  • Involves everyone on the team
  • Seeks knowledge from other departments to approach issues with multiple perspectives
  • Shares information and own expertise with others to enable them to accomplish group goals
  • Influences stakeholders to collaborate with other departments to work toward solutions which benefit all involved parties

Why is this a great place to work?

You will love working at the State Sports Centres. Here’s just a few reasons why:

• Great staff benefits including free parking, gym membership, discounts at SSCT food & beverage and retail outlets and complimentary court hire for casual bookings across the stadiums
• Family and friends’ discounts on gym membership
• Discounted access to holiday programs and creche for dependents
• Flexible working arrangements
• You will be surrounded by elite athletes daily and will be supporting a wide range of elite sports and world class events, as well as community sport and recreation
• You will be challenged daily and can develop yourself as a person as well as gaining valuable career skills
• We have a fantastic team of people who are great to work with.

Join us in our mission to help people to be excited about sport, engage in healthy activity and feel inspired to be their best

How to apply

Please send through a resume and cover letter supporting your application for this exciting role with State Sport Centres. We will be reviewing applications and commencing interviews as they come in, so please don’t delay in applying. For further information please contact Abs Grant, Talent Acquisition Business Partner +61 3 9926 1358

SSCT values diversity, is an equal opportunity employer, and encourages applications from culturally and linguistically diverse backgrounds including Aboriginal and Torres Strait Islanders, and from people with disabilities. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are visitors to our venues and facilities. Successful applicants will be required to provide a current Working with Children Check before being able to commence employment.