The City of Subiaco is going through a transformation with significant change and evolution in terms of residential options, the commercial sector, retail, entertainment, leisure and recreation. Navigating this change in partnership with the community, business and stakeholders, whilst also celebrating Subiaco's heritage, history and culture is an exciting challenge.

The successful candidate will join the team at Lords Recreation Centre and will contribute to the development and continuous improvement of customer services at Lors, including the memberships and creche service offerings.

The key responsibilities of this role include:

• Providing tailored and valuable customer experiences ensuring services of an exceptional standard.
• Managing frontline customer relations.
• Identify key opportunities and/or gaps in customer services and program provision to enhance service delivery.
• Guide and direct patrons to access and use facilities safely.
• Respond and provide follow up on patron enquiries, needs and concerns in a timely manner.
• Identify, respond to, escalate, and report incidents or any potential hazards.
• Maintaining purchasing and ordering stock for the café.
• Provide information about the facilities and services to ensure maximum participation and benefit for patrons. Guide and direct patrons to access and use facilities safely.
• Undertake a range of administrative functions including cash handling, retail sales, reconciliation, and banking, opening, and closing of facilities, purchase ordering, stock set and replacement, record keeping and bookings.
• Assist with administrative duties as directed by Coordinator.
• Increase membership acquisition and retention rates by developing and delivering membership acquisition and retention strategies.
• Provide support to Membership Officers in all aspects of membership sales and membership management (i.e. onboarding, lead generation, prospect follow up, achieving sales and service KPI’s and resolving queries, etc.).
• Contribute to the effective delivery of the membership systems.
• Ensure consistently high service standards in the sale and implementation of membership policies and procedures.
• Provide leadership, direction, guidance and support to the teams.
• Establish work plans and monitor workflows to meet deadlines.
• Plan and prioritise projects and initiatives undertaken by the team with accountability for achievement of outcomes.
• Implement and monitor team budget.
• In consultation with the Coordinator regularly review, develop and update policies, procedures and work practices.
• Conduct performance reviews for team members.
• Regularly report on team performance and discuss strategies and issues with Coordinator.
• Any other duties as required.

Essential criteria:

• Extensive knowledge and understanding of contemporary customer service principles, and genuine commitment to the delivery of customer service excellence.
• Flexibility to work operational hours and requirements.
• Experience building a highly productive team and driving cultural change.
• Detailed knowledge of all centre services operating practices not limited to membership management and customer service delivery.
• Demonstrated well developed supervisory and performance management skills.
• Demonstrated well developed budgetary skills, including preparation, implementation and monitoring of section budgets.
• High level of organisational ability in planning, prioritising and achieving outcomes to deadlines.
• Experience in developing and implementing strategies to promote and expand service delivery and memberships.
• Highly developed and proven interpersonal, written and verbal communication and influencing skills.
• High level of organisational ability in planning, prioritising and achieving outcomes to deadlines.
• Ability to use corporate computer systems.
• Relevant tertiary level qualification and/or relevant work experience.
• Maintained Senior First Aid Certificate.
• Maintained Working with Children check.
• Police Clearance.

Desirable:

• Driver's licence.

Salary package:

From $86,452.08 to $96,200.00 per annum, exclusive of superannuation.

Working for the City of Subiaco:

We are committed to equal opportunity employment and offer great benefits to help you achieve a positive work-life balance, including (but not limited to):

• City provided vehicle.
• Up to 5 weeks' annual leave plus the option to accrue time in lieu.
• Sustainable travel allowance/parking permit.
• Free membership to Lords Recreation centre.
• Superannuation co-contributions.
• 24/7 employee assistance programme
• Learning and development opportunities.
• Novated lease and salary packaging options.

Application process:

To apply for this position, please click Apply or alternatively Apply with Seek to submit your application. You will be asked to upload a CV and a cover letter to support your application. If you would like to receive a full PDF copy of the position description, please send your request to [email protected], referencing this position title.

To be considered for the role, it is essential that you demonstrate in your application how you meet the essential criteria. You should ensure that the information you provide in your application is relevant to the job role and is a true and accurate reflection of your experience and skillset.

As an equal opportunity employer, we encourage applications from candidates of all backgrounds. We recognise that we are strengthened by diversity and are committed to providing a diverse and inclusive work environment in which everyone is included and treated fairly with respect. Applicants must have the right to work in Australia.

The closing date for applications is 24 August 2025. Applications may be considered, and interviews conducted, prior to the closing date. If you are interested in this position, we highly recommend you submit an application as soon as you are able to.