Job Description

Customer Experience Manager – Carlile Swim

📍 Mount Ommaney, QLD

🕒 Full Time or Part Time Options

💧 Join Australia’s most respected swim school network

Be Part of an Established Centre with a Growing Team

Carlile Swim Mount Ommaney is a thriving and well-established swim school, and we’re looking for a Customer Experience Manager to join our leadership team and support the centre’s continued growth.

This is a fantastic opportunity for someone ready to step into, or grow, their leadership while playing a key role in customer experience, team development and centre performance.

About Carlile Swim:

When Children Swim Better, Families Feel Safer

At Carlile Swim, we believe every child should learn to swim well. As Australia’s leading swim school, we deliver millions of lessons each year across a growing national network, helping children become safer, more confident swimmers for life.

Founded by Forbes and Ursula Carlile, Carlile Swim pioneered the learn-to-swim industry in Australia and has been shaping it for 80 years. They established Australia’s first commercial swim school and set the standard for teaching methods, innovation and an uncompromising commitment to child safety that continues today.

We see the impact every day. Families gain confidence. Children develop independence. Communities become safer around water.

Because swimming isn’t optional. It’s essential.

The Opportunity:

With the support of the Carlile Swim Support Office and guidance from the Swim School Manager, you will help lead and strengthen a high-performing Customer Experience team within a busy and growing centre environment.

You will play a key role in shaping the customer journey and maintaining the high service standards Carlile Swim is known for, ensuring every family experiences care, professionalism and efficiency throughout their swim journey.

The Role & You:

You are a dynamic, people-focused leader with a genuine passion for customer experience and operational excellence.

Reporting directly to the Swim School Manager, you will oversee customer experience delivery across the school and work closely with the Program Manager to support smooth day-to-day operations and a unified leadership approach.

This is a hands-on leadership role where you will lead the Customer Experience team, support Pool Deck Supervisors, manage administration and work actively within the program across customer experience, pool deck supervision and teaching shifts, while fostering a strong customer-focused culture within the centre.

What Carlile Expects from You:

• A strong sense of purpose, understanding that what you do truly matters
• A commitment to creating value for families who trust Carlile with their children
• A leadership style that is caring, supportive and inclusive
• A collaborative mindset and willingness to contribute to team success
• Respect and integrity in everything you do, with child safety at the centre of decisions
• A willingness to innovate and embrace new ideas as we continue to evolve

Key Responsibilities:

• Recruit, train and mentor Customer Experience team members and Pool Deck Supervisors
• Conduct performance reviews and support team development
• Manage team rosters and staffing to support operational efficiency
• Work regular operational shifts across customer experience, pool deck supervision and teaching, leading by example within the program
• Monitor customer service standards and deliver ongoing team training
• Complete administration tasks including reconciliation, banking, stock ordering and stocktakes
• Oversee customer communications, bookings and enquiries
• Partner with the Swim School Manager to improve processes and centre operations
• Foster a safe, inclusive and supportive team culture
• Ensure compliance with WHS, child protection and safety standards

Skills & Qualifications:

Education

• Swim Teacher qualification (or willingness to obtain)
• Current CPR and First Aid Certificate
• Working With Children Check

Experience

• Experience leading customer experience or front-of-house teams
• Experience with rostering, administration and team leadership
• Strong operational capability and attention to detail

Technical Skills

• Confidence using booking, scheduling and operational systems

Soft Skills

• Strong communication, leadership and mentoring skills
• Sound understanding of safeguarding children and WHS standards

Why Join Carlile Swim?

• Work with Australia’s leading swim school and a brand with 80 years of proven impact and strong community focus
• Be part of a purpose-led team helping children become safer, more confident swimmers for life
• Work with a supportive and collaborative team
• Grow your career in a role with real meaning

At Carlile Swim we lead with P.A.C.E. Our people are Passionate, All In, Connected and always Evolving.

Ready to Make a Splash?

If you’re excited by the opportunity to lead an exceptional customer experience team within a thriving and growing centre, we’d love to hear from you.

Apply now to join Carlile Swim Mount Ommaney.

Carlile Swim is committed to protecting children and young people from harm. All appointments are subject to appropriate screening and safeguarding requirements.