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  Answer inbound calls, emails, web enquiries, social messaging, and other customer service channels while delivering professional, friendly, and timely support.
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  Provide accurate information regarding opening hours, programs, memberships, fees, facility access, venue conditions, bookings, and general policies.
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  Identify customer needs, refer to approved information sources, and communicate clearly and confidently in plain English.
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  Maintain a calm, respectful, and solutions-focused approach at all times, including when managing sensitive, complex, or escalated customer enquiries.

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  Create, amend, transfer, and cancel bookings in accordance with venue procedures and availability requirements.
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  Assist customers with enrolments for swimming lessons, fitness activities, facility hire, memberships, and other venue programs.
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  Confirm booking details including dates, times, participant information, pricing, payment requirements, and venue-specific instructions before finalising arrangements.
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  Maintain accurate customer profiles, booking records, and communication notes, escalating non-standard requests for approval when required.

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  Listen actively to customer concerns, gather relevant information, and respond professionally without making assumptions or assigning blame.
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  Resolve straightforward service issues within approved procedures, demonstrating empathy, professionalism, and a solutions-focused mindset.
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  Accurately record feedback, complaints, actions taken, and follow-up requirements to ensure complete customer records.
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  Escalate serious, complex, or unresolved matters promptly and monitor open issues to ensure customers receive timely updates.

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  Manage urgent reports involving emergencies, safety concerns, threats, injuries, or hazards by following approved escalation procedures and promptly referring matters to the appropriate venue team, emergency services, or nominated manager.
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  Protect personal, payment, health, and membership information, ensuring customer data is handled securely and confidentially in accordance with company policies.
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  Provide accurate information, manage standard bookings and account updates, and resolve enquiries using approved procedures, workflows, and service recovery guidelines.
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  Exercise sound judgement within delegated authority, escalating serious, sensitive, repeated, or unresolved complaints, as well as matters relating to refunds, credits, privacy, fraud, legal, regulatory, or reputational risks.
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  Remain calm, professional, and solutions-focused when handling sensitive or urgent situations, ensuring customers receive appropriate support and communication throughout the process.

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  Work closely with venue teams, program coordinators, finance, and management to deliver a coordinated and consistent customer experience.
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  Participate in training, coaching, team meetings, and briefings while maintaining up-to-date knowledge across the venue portfolio.
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  Provide clear handovers on urgent or outstanding matters and support peak periods, campaigns, and customer service initiatives as required.
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  Contribute to a positive, professional, accountable, and customer-focused team culture while identifying opportunities to improve processes, systems, and service delivery.

Requirements

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  Has at least 3 years of experience in customer service, contact centre, reservations, membership administration, customer success, or a similar customer-focused role.
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  Has excellent written and verbal communication skills, with a professional phone manner, strong listening skills, and the ability to communicate clearly and confidently.
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  Demonstrates experience managing inbound enquiries, customer complaints, and service recovery while maintaining a calm, professional, and solutions-focused approach.
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  Is highly organised with strong attention to detail and the ability to prioritise tasks and urgent matters in a fast-paced environment.
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  Is tech-savvy and confident using CRM, booking, ticketing, membership, or other customer management systems, along with Microsoft 365 and web-based applications.
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  Can quickly learn and retain information across multiple venues, programs, pricing structures, and operating procedures.
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  Exercises sound judgement, takes ownership of tasks, and consistently delivers accurate and high-quality work.
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  Is reliable, adaptable, and committed to providing exceptional customer experiences.

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  Has experience supporting Australian customers or working within an Australian service environment.
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  Has experience in aquatic, fitness, recreation, hospitality, tourism, healthcare, education, or community services.
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  Has experience processing bookings for classes, facilities, memberships, or recurring programs.
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  Has worked across multiple brands, sites, or business units within a centralised customer service environment.
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  Has familiarity with call recording, quality assurance, knowledge-base, or complaint management processes.

Benefits

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  HMO, dental, and life insurance for you and one free dependent from day one, with the option to add more.
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  Uncapped placement incentives.
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  Ongoing training and upskilling opportunities.
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  Paid leaves including birthday, vacation, medical, and maternity, with up to 6 vacation days convertible to cash on your anniversary.
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  Employee engagement activities such as year-end party, family day, team building, and more.