Team Leader – Customer Experience (Leisure & Cafe)

About the role

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

Key responsibilities

• Plan and facilitate recruitment, onboarding, and rostering of Customer Service Officers and café staff.
• Supervise, coach, and manage performance of both part‑time and casual staff.
• Maintain compliance with health, safety, and council policies across all leisure centres.
• Deliver high‑quality customer service in partnership with other team leaders.
• Oversee training programmes to keep staff skills current.
• Monitor operational systems and contribute to policy development for service excellence.

Required profile

• Significant experience in a leisure centre or similar public‑service environment.
• Strong knowledge of recreation trends, public health and safety regulations.
• Proven ability to lead, motivate and develop frontline teams.
• Excellent communication and organisational skills.

Required skills

• Understanding of recreation program management.
• Knowledge of occupational health and safety standards.
• Experience with staff rostering and performance management.

What we offer

• Permanent full‑time position with an annual salary of $83,714.28 plus superannuation.
• Opportunity to shape customer experience across a growing council.
• Supportive, inclusive workplace culture.