Team Leader – Customer Experience (Active Living)

About the role

The Team Leader, Customer Experience will oversee frontline reception and café operations across Hume City Council's Active Living facilities. Reporting to the Coordinator Customer Experience, you will ensure a safe, inclusive and welcoming environment for residents while driving service excellence.

Key responsibilities

• Plan and facilitate recruitment, onboarding and rostering of Customer Service Officers and café staff, including peak‑season staffing.
• Supervise, coach and manage performance of both part‑time and casual staff, conducting regular check‑ins.
• Maintain compliance with health, safety and council policies, and promote a culture of safety.
• Deliver high‑quality customer service in partnership with facility team leaders.
• Oversee training programmes to keep staff skills current and aligned with industry standards.
• Monitor operational systems and contribute to policy development for service excellence.

Required profile

• Significant experience in a leisure centre or similar recreation setting.
• Strong knowledge of current recreation trends, public health and safety regulations.
• Proven ability to lead, coach and manage a diverse frontline team.
• Excellent communication and organisational skills.

Required skills

What we offer

• Permanent full‑time position with an annual salary of $83,714.28 plus superannuation.
• Opportunity to make a meaningful impact in a fast‑growing, culturally diverse council.
• Supportive workplace culture focused on inclusion, development and continuous improvement.