Bayside Council

Customer Service Supervisor

Customer Service Supervisor – Aquatics

• An exciting opportunity to join our Aquatic Centres team
• Based at Angelo Anestis Aquatic Centre (Bexley)
• Providing leadership in the delivery of quality customer service to patrons

Our team

At Bayside Council, we are committed to a positive, flexible and supportive workplace culture, where our people and customers feel respected and valued. We are proud to serve our community through operating with transparency, integrity and in the best interests of the Bayside community to deliver exceptional service.

The City Life Directorate delivers personalised and public services to enhance community life, including family, children, aged, leisure and cultural services.

Aquatic Centres

Bayside Council currently operates two Aquatic Centres, Angelo Anestis Aquatic Centre (Bexley) and Botany Aquatic Centre. Angelo Anestis Aquatic Centre was opened in 2016 after undergoing a major redevelopment. The Centre includes an indoor and outdoor pool, grandstand, gym and group fitness spaces, community and retail spaces, kiosk, and aqua play facilities.

About the role

Reporting to the Customer Service Coordinator, this role is responsible for the oversight of the Customer Service team and processes including daily operational tasks, supervision and scheduling of staff, retail and kiosk services, customer enrolments, sales, bookings and administration and the delivery of high-quality customer focused services to meet the needs of the community.

This position is based at Angelo Anestis Aquatic Centre however the successful candidate may be required to support and work at Botany Aquatic Centre as needed. This is a front line position and the successful candidate may be required to cover front desk opening and closing shifts and kiosk shifts, including weekends.

You can also expect to:

• Provide supervision, training, coaching, and support to the Customer Service Officers/Kiosk Attendants and other staff as needed and promote high team performance.
• Implement operational systems and procedures and allocate resources to ensure all venue operational requirements are met and maintain high standards of service delivery, venue presentation, safety, and security.
• Act as a ‘Process Champion’ and actively participate to review, develop, and implement initiatives to improve service delivery.
• Compile financial and customer service metrics data and prepare reports to assist with review of service delivery against key performance standards.
• Ensure prompt resolution of customer complaints and review feedback to continually improve processes and service.
• Undertake a range of administrative functions including cash handling, financial reconciliations, bookings, set-up, cleanliness, presentation, and opening and closing of the Aquatic Pool in line with established procedures.
• Ensure Child Safe Practices and procedures are implemented and complied with to mitigate risk.

About you

We are looking for a someone who demonstrates:

• Demonstrated experience working within an Aquatic or Recreational facility.
• Demonstrated experience in Cash Handling, EFT transaction processing and Point of Sale reconciliation.
• Ability to use current Microsoft Office and Customer Relationship Management software, including Point of Sale processes.
• Current First Aid and CPR certificate.
• Food Handling Certificate recognised in NSW, or willingness to obtain.
• Current Working with Children Check (NSW).
• Hours of work may be between 5am to 11pm Monday to Sunday. However, commencing and finishing times will be flexible and depend on operational needs.

Our benefits and culture

As an organisation, we pride ourselves in offering a flexible working environment centred on delivering great outcomes for our customers, whether internal or external. The Business Transformation team have a strong culture of collaboration and delivering exciting new initiatives.

On top of the competitive salary, our people enjoy:

• 3 extra days off during Christmas each year
• 15 days sick leave each year.
• 2 days health and wellbeing days each year
• Generous parental leave entitlements

Apply now

Before submitting your application, please take the time to read the position description by clicking the paperclip button located in the top right section of this page. Please use MS Edge or Google Chrome to submit your application. If you have any technical issues opening the link, please contact us at support.erecruit@bayside.nsw.gov.au

Your application should include an up-to-date resume (max 3 pages) and a covering letter (max 2 pages), outlining how your skills and experience meet the essential requirements and desirable experience of the role.

Deadline: Monday 19 May, 2025

Salary $76,277.37 - $85,430.69 + 11.5% Super

Applicants may be required to satisfactorily undertake a Criminal History Check, Medical and/or Working with Children check in accordance with the position.

We are an equal opportunity employer committed to an equitable, diverse and socially inclusive work environment.