POSITION PURPOSE: 

The Customer Experience Lead will support the Customer Experience Captains in the day-to-day operations and provide strong leadership and clear direction for customer service professionals to deliver exceptional service to our customers.   

The Customer Experience Lead will be required to work collaboratively with the Manager Customer & Commercial and Customer Experience team to deliver outstanding service and provide memorable experiences for our customers, whilst at the same time, capitalising on all sales enquiries and leads and ensuring response times are adhered to. Management and maintenance of the customer management systems is an integral part of the role.  

They will work collaboratively to ensure we are achieving the highest levels of health and safety through rigorous training, reporting and education, customer experience, engaging with all patrons and maximizing member acquisition and retention.  They will work relentlessly to implement the Aligned Leisure values of AWARE, DISCIPLINED, RELENTLESS and UNITED.  

KEY RESPONSIBILITIES: 

Service Quality 

• Lead the Customer Experience Team with visible leadership through direct customer facing presence. Ensure the Customer Experience team are operating in line with Aligned Leisure Service Standards including a large focus on occupation health and safety regulations. 

• Oversight, leadership and constant improvement of our service promise outlined in the Casey Leisure Facilities Customer Charter and Aligned Leisure Service Standards. 

• Take initiative using data-driven analysis to identify trends and recommending improvements to drive initiatives to enhance Customer Experience and optimise outcomes 

Support the daily operations of Customer Experience 

• Lead the setting of rosters with a focus on the right people in the right role, rostering within agreed annual budgets, service needs and supporting the engagement of new team members. 

• First point of call for the Customer Experience team, providing a united and supportive team environment. 

• Oversee and support the Customer Experience Captains in the recruitment, supervision and performance of all Customer Experience staff.  

• Develop and implement staff training sessions that are in line with our strategic service plan and other service standards. Deliver these training sessions on a quarterly basis to the Customer Experience Team. 

• Assist in maintaining integrity of the leisure facilities database including accuracy with customer records, outstanding debt management and other process requirements as lead by the Customer Experience Lead. 

• Ensure a relentless focus is maintained at all times on department quality control which includes creating and maintaining checklists, data recording and enquiry communications are completed on a daily basis. 

• Play a lead role in the development and implementation of key customer acquisition and retention activities, whilst motivating the customer experience team to achieve KPIs.  

• Provide clear instructions and direction to Customer Experience Captains and Customer Experience staff across all Casey Leisure Facilities 

Member of the Leadership Team 

• Members of the Leadership Team will role model the values of aware, discipline, relentless and united at all times.  They will instil these values throughout the organisation and ensure that all new staff are hired with these values in mind. 

• Members of the Leadership Team will at all times act in the best interests of Aligned Leisure and council.  If at any time a member of the leadership team believes that these priorities are not aligned, then the situation should be escalated to the Leisure Manager. 

Outstanding service delivery to all customers and stakeholders 

• Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers.  In your role, you will be relentless in identifying these opportunities and you will always ask yourself “How would I want a member of my family treated in this situation?” 

• All Aligned Leisure staff will understand and deliver on our customer charter and service promise. 

The Customer Experience Lead will also undertake regular customer service shifts and must be available to work a mixture of early morning, daytime, evening and weekend hours. The Customer Experience Lead may from time to time be required to undertake other tasks as directed by the Manager Customer & Commercial. 

KEY RELATIONSHIPS: 

• Customers & Members 

• Customer Experience Team  

• Facility Stakeholders and User Groups  

• CRM provider  

• Marketing team 

Please note, only suitable candidates will be contacted.