Team Leader Customer Experience

Lead exceptional customer service and sales operations across two modern recreation centres
Full-time permanent role – Based at Rhodes Recreation Centre or Concord Oval Recreation Centre and Five Dock Leisure Centre
Join a dynamic, community-minded and customer-focused team

The City of Canada Bay is a thriving, colourful community, surrounded by the beautiful bays of Sydney Harbour. The area is also known for its parklands, cycle paths and walkways. City of Canada Bay Council’s values underpin how we operate: We act with integrity; We empower our people; We are respectful; We work together; We innovate.

About the role

We’re seeking an experienced and energetic Customer Experience Team Leader to lead front desk operations and service excellence across the Rhodes Recreation Centre or Concord Recreation Centre and Five Dock Leisure Centre.

In this full-time permanent position, you’ll play a pivotal leadership role in delivering seamless, high-quality customer experiences and driving member sales and retention. You will be responsible for managing a team of nine, overseeing customer touchpoints, and ensuring every visitor feels welcomed and valued.

Key responsibilities include:

• Leading the daily operations of front desk teams

• Managing team rosters, timesheets, and training

• Monitoring service quality, customer feedback, and internal audits

• Driving customer experience initiatives and innovation

• Coordinating marketing materials and contributing to social media content

• Supporting direct debit systems, point-of-sale processes, and cash handling

• Fostering a positive, proactive, and customer-centric team culture

About you

You're a confident leader with a passion for customer service and a flair for problem-solving and people management. You bring energy, structure, and professionalism, and are motivated by helping teams grow and thrive in a fast-paced, community-facing environment.

To succeed in this role, you’ll need:

• Proven experience in customer experience or front desk operational management

• Strong leadership, team supervision and communication skills

• Familiarity with CRM systems and customer data insights

• Proficiency in reporting, analysis, and service improvement planning

• A proactive, empathetic and adaptable approach to service delivery

• Working with Children Check or willingness to obtain

What’s on offer

We are offering an attractive total remuneration package based on $86,495.43 to $99,469.75 plus superannuation and access to Council's comprehensive employee benefits.

The City of Canada Bay also offers:

• A supportive, community-focused workplace culture

• Rostered Days Off (9-day fortnight)

• Flexible work arrangements where applicable

• Ongoing training, leadership development and career progression

• Health and wellbeing programs, including Fitness Passport and flu vaccinations

Want to know more?

Further information regarding the requirements of this role can be found in the Position Description here, or for a confidential discussion please contact Kristy McDonald Acting Operations Coordinator on kristy.mcdonald@fdlc.com.au or 02 9911 6321.

Learn more about working at City of Canada Bay Council:
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How to apply

Candidates MUST apply online by completing the form below.
Applications close 11:30pm, 12 August 2025 and will not be accepted through any other medium.

If you have any accessibility requirements, please contact Grace Aberin on 02 9121 0238 or email grace.aberin@canadabay.nsw.gov.au to discuss.

The City of Canada Bay Council is a Child Safe Organisation that recognises and advocates for the rights of Children and Young People and is committed to a safe workplace.
We are an Equal Employment Opportunity Employer committed to maintaining and supporting a diverse, respectful, and inclusive workplace. We welcome applications from all community groups and ages including Aboriginal and Torres Strait Islander people, LGBTIQA+ individuals, people with disabilities, and culturally diverse backgrounds.

Formal offers of employment are subject to standard pre-employment checks including medical and other background checks.