Customer Service Team Leader

Our Vision is a better tomorrow where all people can belong. 

As the largest employer in fitness and recreation we have more than 5,000 staff at over 140 centres across Victoria. With us, you will work with fun colleagues who have a shared passion for making a difference in the lives of individuals and transforming communities for the better.

About the Centre

Macleod Recreation and Fitness Centre is conveniently located at 157 Wungan Street, Macleod. It offers gym facilities that provide group fitness classes and personal training. Macleod also runs a variety of sport programs for children and adults (basketball, dance, martial arts, gymnastics), and offers birthday parties and school holiday programs for children. 

About the role 

We are currently seeking a dedicated and experienced Customer Service Team Leader to join our team at Macleod Recreation Centre. As a senior member of our leadership team, you will play a crucial role in leading our Frontline staff and ensuring the delivery of exceptional customer service to our members.

Working closely with the Centre Manager, your primary focus will be on enhancing the member experience. Your responsibilities will encompass managing membership administration, resolving member and patron complaints, achieving membership sales and retention targets, customer service, facility bookings as well as overseeing café stock and retail merchandise management.

Creating a fun and inclusive team environment with a strong sense of accountability will be paramount to the success of the frontline team and the smooth operation of our customer service department.

This is a part-time position with a salary of $32.5 per hour + super. 

About you 

• You have 2-3 years experience in customer service, ideally within the recreation industry.
• Your proven leadership experience shines through as you strive to create a lively and welcoming team atmosphere.
• Your demonstrated communication and interpersonal skills enable you to inspire and engage our Frontline staff.
• You possess strong organisational and multitasking abilities, allowing you to effectively manage multiple responsibilities and prioritise tasks.
• You understand membership sales and the retention procedures.
• You are a proactive problem solver, consistently seeking innovative ways to improve the member experience.
• You are a team player with a passion for fostering a positive culture of accountability, teamwork, and professional development among the customer service team.

Joining our team at Macleod Recreation Centre means becoming part of a vibrant and inclusive community. We value teamwork, excellence, and continuous improvement and are passionate about connecting communities with physical activity. In return for your dedication and expertise, we offer a competitive salary package, professional development opportunities, and a supportive work environment.

Essential Qualifications   

• HLTAID009 Provide Cardiopulmonary Resuscitation
• HLTAID011 Provide First Aid

Other Desirable Skills

• Leadership experience
• Relevant diploma or equivalent
• Sport and Recreation and/or Facility Operations experience

YMCA Victoria (the Y) has robust policies and practices to prevent harm to children and young people. The Y is committed to identifying and removing potential risks and hazards. Hence, all our candidates are appropriately screened by checking professional references and a working with children check. Depending on the role, a National Police Check may also be undertaken. 

Benefits  

At the YMCA, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:  

• Flexible working and rostering arrangements  
• Opportunities for career development and growth  
• Free access to gyms, recreation, and aquatics centres across the state  
• Free access to the Virtual Y – online health and wellness  

How to Apply  

Working for the YMCA is a rewarding and challenging experience for those with a positive attitude, zest for life and who seek to contribute to the bigger picture. If this is you, click the Apply button now.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.