City of Canning

Senior Customer Experience Officer

Are you an experienced customer service professional ready to take the next step in your career? Do you thrive in a fast-paced, people-focused environment?

About the role

We’re on the lookout for an enthusiastic and experienced Senior Customer Experience Officer to join our Leisure Team and deliver high-quality customer service to our community! In this exciting role, you’ll lead from the front and provide support in handling customer inquiries and ensuring exceptional service is delivered at Cannington and Riverton Leisureplex.

From welcoming members with a smile to resolving queries and streamlining processes, no two days are the same. If you’re up for a challenge and are ready to lead with energy, enthusiasm and heart, apply today!

What you’ll be doing

• Supporting daily operations of the Leisureplex customer service team, including front desk duties, answering enquiries, resolving issues, and managing complaints effectively via multiple channels (phone, email, online and face-to-face)
• Overseeing staffing, rostering and timesheets to ensure appropriate staffing levels and a high standard of customer service
• Proactively monitoring customer feedback and suggestions to identify areas for improvement
• Overseeing financial transactions, such as revenue collection, receipt reconciliation and banking
• Assisting in implementing creative customer service initiatives that increase memberships, community awareness and participation at our Leisureplexes
• Maintaining retail and kiosk stock levels and managing casual facility hire
• Managing birthday party enquiries to ensure parties are booked and staffed appropriately

Who we’re looking for:

• Exceptional customer service skills and commitment to ensuring a great customer experience!
• Extensive experience working in a highly collaborative and customer-focused environment
• Front-line management experience and ability to lead others and positive team dynamics
• Experience in managing enquiries from multiple channels (reception, phone, email, online, SMS)
• Excellent communication and interpersonal skills, and adept at building relationships and engaging stakeholders
• Proven ability to handle difficult situations with tact and professionalism
• Strong numeracy, organisational and multi-tasking skills, coupled with high attention to detail
• Confident and competent in Microsoft Office suite and Leisure Management software
• Current satisfactory National Police Clearance

Why should I apply for this role?

• A permanent, full-time role in a thriving Tier-1 local government!
• Monthly rostered day off or ability to access a 9-Day fortnight
• $78,628.94 - $81,916.58 per annum + super (with a 4% increase to base salary in July 2025)
• We match super contributions to help you save for your future
• 17.5% paid Annual Leave Loading for when you take annual leave
• Access to a comprehensive wellbeing program and initiatives, including wellness seminars, discounted health insurance, flu vaccination and financial health checks
• Free confidential Employee Assistance Program for personal and professional support
• Genuine commitment to learning and development.
• Membership to Cannington and Riverton Leisureplexes (gym, aquatics, sauna, group fitness).

Impact the Community in a Big Way

The City of Canning aims to be a welcoming and thriving city, giving our people an opportunity to thrive through work that truly makes a difference!  With a population of around 100,000 over 64 square km of land, we provide services to support and develop our community every day. We believe that engaging people with diverse backgrounds and all abilities will assist in delivering superior services to our community and are committed to the principles of equal opportunity for all.

Ready to take your customer service career to new heights?

To view the position description and complete an application, visit www.canning.wa.gov.au/jobs, select the position and click “APPLY”, attaching your Resume & Cover letter. You may also contact Sage Fiorenza, Team Leader Leisure Customer Experience, on 0403 351 993 for a confidential discussion.

Applications are open until 5.00pm Friday 6 June 2025. We reserve the right to contact applicants and close the advertising period early.