Sportspeople Recruitment

Customer Experience Manager


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  • Notting Hill, Melbourne Victoria Australia
  • Full Time
  • $76,650 pa inclusive of super
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  • National organisation for the teaching of swimming
  • Lead the customer service team and experience
  • $76,650 pa inclusive of superannuation
  • Melbourne (Notting Hill) based

AUSTSWIM is Australasia’s national organisation for the teaching of swimming and water safety. The AUSTSWIM accreditation is the industry standard for Swimming and Water Safety Teachers™ and is delivered and recognised in each state and territory of Australia and many countries overseas. There are currently over 35,500 AUSTSWIM Teachers in Australia and internationally with over 12,000 licensed in teaching specific programs such as infants, people with a disability and adults. AUSTSWIM has over 35 staff in 6 offices across Australia and a network of over 300 trainers.

Reporting to the General Manager - Education, Compliance & Engagement, the Customer Experience Manager is a newly created position that will play a pivotal role in the planning, coordination, and delivery of AUSTSWIM’s customer service activities, enhancing AUSTSWIM’s image and effectively engaging with stakeholders to drive positive and meaningful customer interactions. The Customer Experience Manager will be engaged in the coordination of systems and services connected to the Student Management System (aXcelerate), the Client Relationship Management System (Hubspot), the customer service team, and supporting the maintenance of regulatory, legislative, and quality and compliance requirements at both a State and Federal level.

The Customer Experience Manager will be responsible for leading AUSTSWIMs customer service functions and activities by directing and overseeing team members, resolving customer questions and feedback, and developing programs and procedures that improve productivity and performance. Your creativity, organisational skills and customer focus will assist AUSTSWIM in enhancing stakeholder engagement and relations and improving the organisations productivity, efficiency, and service experience.

The successful candidate for this role should possess excellent interpersonal and communication skills, have strong experience in team leadership ideally with some knowledge of quality and compliance requirements to support the candidate/student life cycle journey in the Vocational Education and training (VET) sector in line with the Standards for RTOs 2015. Previous experience working in a Registered Training Organisation (RTO) to support the customer (candidate/student) life cycle journey, and experience in quality and compliance requirements of an RTO is preferred.

To be considered for this role you will hold suitable tertiary qualifications in Business, Management, Training and Assessment and/or demonstrated experience in a related field.

A background in swimming is not essential, however you must be committed and passionate about AUSTSWIM’s performance, customer experiences and quality and continuous improvement outcomes.

In the first instance general enquiries should be directed to Lachlan McMurtrie at Sportspeople Recruitment on 0423 383 663, FREECALL AU 1800 634 388 or +61 2 9555 5000.

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