Customer Service Manager - Fixed Term [parental Leave …, Rooty Hill

The Sydney Gymnastic & Aquatic Centre is recruiting for an experienced and passionate Customer Service Manager to lead our front-of-house team on a full-time, fixed term basis (through to 25 January 2027).

In this role, you will be at the heart of a dynamic and much-loved venue, supporting athletes, students, and families who rely on us as part of their everyday routine. This is a unique opportunity to shape exceptional customer experiences in an environment that is energetic, community-focused, and constantly evolving.

You will lead and inspire a high-performing customer service team to deliver outstanding experiences for our members and visitors. You will play a key role in driving member engagement and retention, introducing innovative service initiatives, managing operational expenditure, and contributing to the ongoing growth and success of the centre.

**Key responsibilities**:

- Provide effective leadership and direction to the Customer Service team, fostering a high-performing, customer-centric environment.
- Align team operations with overall business strategy by setting clear objectives and ensuring consistent progress toward performance targets
- Build and maintain a positive team culture by motivating, coaching, and developing staff to support collaboration, engagement, and professional growth.
- Oversee end-to-end workforce management, including recruitment, onboarding, training, rostering, and approval of leave and paid time off for frontline staff.
- Establish and monitor Key Performance Indicators (KPIs) aligned with strategic business goals; proactively manage individual and team performance to ensure service excellence.
- Conduct regular team meetings and communication sessions to ensure staff are informed of operational updates, business changes, and strategic priorities.

**Our perfect fit**:

- Confident and energetic leader who thrives in a fast-paced environment
- A hands-on leadership style, leading from the front and supporting your team on the floor
- A strong focus on customer experience, engagement, and retention
- The ability to think on your feet, problem-solve quickly, and remain calm under pressure
- Strong communication skills and the ability to build positive relationships with a wide range of people
- Robust attention to detail and organisational skills
- The ability to work effectively under pressure and manage competing priorities
- First Aid, CPR, NSW Working with Children Check (or willingness to obtain)
- Experience using CRM systems (XR)

**Why join us?**
- Competitive salary package reflective of the fixed-term nature of the role
- Be part of a supportive and collaborative team environment
- Daily meal provided while on shift
- Uniform supplied
- Free undercover parking on site
- Complimentary gym membership to support your own health and wellbeing
- Great staff discounts

**Applications close 5pm 12 April 2026. Apply on Kit Job: kitjobau.com/job/3qgwcp