SWIM TEACHER/CUSTOMER SERVICE

Saltwater Swim Schools in Mt Duneed are looking for someone who can deliver fun, high-quality swimming lessons while also supporting the smooth daily running of our swim school.

In this dynamic role, you’ll not only be in the water teaching, but also be a key part of our front-of-house team — helping with customer enquiries, coordinating schedules, supporting staff, and ensuring every family has a great experience with us.

If you're enthusiastic, organised, and love being part of a team that makes a real difference, we’d love to hear from you!

POSITION PURPOSE/OBJECTIVE

Being passionate about developing swimming ability and water safety skills in young people, creating confident swimmers and fostering a lifelong love for aquatic activities. In addition to delivering high-quality lessons, you will help coordinate the daily operations of the swim school—supporting communication between staff and families, maintaining administrative systems, and ensuring lessons run smoothly and professionally. You will also assist in managing customer enquiries, assist staff with decision-making skills, and uphold the SWSS service standards, safety practices, and program policies.

KEY RESPONSIBILITIES

Swimming Instruction

Deliver structured, high-quality swimming lessons across various levels.

Create and implement lesson plans that enhance swimming skills, promote water safety, and challenge students appropriately.

Provide technical corrections to improve student performance and confidence.

Assess student progress and identify those ready to move to a different level.

Communicate regularly with parents about their child’s development and progress.

Observe lessons and provide on-the-spot feedback to parents when necessary.

Program & Operation Support

Assist in the day-to-day coordination and smooth running of Learn to Swim programs.

Set up lanes, teacher sheets, and necessary equipment before lessons begin.

Help students and parents to find their classes and ensure every attendance is marked.

Ensure that pool deck operations are running efficiently (safe and welcoming environment)

Ensuring all staff maintain unified and consistent operating methods and are on the same page with understanding SWSS T&Cs and policies.

Provide improvement feedback and suggestions to senior management

Assist with staffing changes and coordination in absence of management.

Ensure daily operational procedures, including opening and closing, are followed and communicated to staff.

Leadership & Team Support

Provide mentoring and on-the-job coaching to new and existing instructors

Support staff in understanding and adhering to updated procedures and teaching standards.

Ensure all staff uphold expected performance, cleanliness, and customer service standards.

Assist with last-minute shift covers or rescheduling as needed.

Customer Service & Communication

Act as the primary point of contact for clients and staff during lessons.

Greet all families and clients warmly upon arrival, ensuring a positive first impression.

Respond to enquiries, whether in person, over the phone, or via email, with professionalism and efficiency.

Follow up with clients as needed to ensure their concerns are resolved promptly.

Guide parents through the Customer Portal set up, payment options, and relevant policies.

Administration & System Management

Manage bookings, class changes, attendance, and data entry using the SimplySwim system.

Handle customer accounts, including processing payments and monitoring balances.

Complete POS procedures and end-of-day cash handling, reporting any issues to the accounts team.

Maintain accurate shift reports for management, documenting any concerns, actions taken, or maintenance requests.

Facility Upkeep

Ensure pool deck, toilets, and change rooms are always clean and presentable.

Assist in other areas when required.

Train new café staff in hygiene standards and how to make an excellent coffee and provide great customer service.

The above list is not exhaustive, and the role may change to meet the overall objectives of the company.

SKILLS, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

PERSONAL CHARACTERISTICS

We are looking for a dedicated individual who will champion our service and standards. You’ve ideally worked with children or have a desire to deliver a life skill to people of all ages.

Customer service focused: committed to providing exceptional customer service to our customers

Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience.

Attention to detail: excellent attention to detail to ensure delivery of lessons are tailored to students’ requirements

Teamwork: willingness to assist and support others as required and get on with team members.

Time management/organisation: ensure you are attending work prior to your start time, advising of any absences well in advance through the appropriate channels.

REQUIRED EXPERIENCE AND QUALIFICATIONS

Working with Children Check - Employment

CPR Certificate - HLTAID009

Teacher of Swimming & Water Safety - SISSS00132 - full guidance and support provided if not yet qualified

Ability to learn and operate new software, including but not limited to SimplySwim.

BEHAVIOURAL COMPETENCIES

Ability to demonstrate and display Saltwater Swim School Values - accountability, integrity, respect for self and others, and striving for excellence.

If you are interested in being a part of our team, please send you resume with at least 2 professional references to [email protected].

We can't wait to hear from you!