Team Leader – Customer Service (Active Living)

About the role

The Active Living team at Hume City Council is seeking a proactive Team Leader to manage frontline reception and café operations. You will ensure a safe, inclusive, and welcoming environment for residents while driving exceptional service delivery across our leisure facilities.

Key responsibilities

• Plan and facilitate recruitment, onboarding, and workforce planning for Customer Service Officers and café staff, including peak‑season preparation.
• Maintain rostering, supervision, performance management and regular check‑ins for part‑time and casual staff.
• Support the Coordinator Customer Experience in delivering high‑quality customer service across all facilities.
• Promote a safety‑first culture by ensuring compliance with regulations, policies, standards and industry best practices.
• Develop the team through effective communication, coaching and performance management.
• Oversee training programmes to maintain industry‑standard expertise and skills.
• Monitor operational systems and assist in creating strategies and policies that uphold service excellence and administrative compliance.

Required profile

• Strong knowledge of current recreation trends, program development, management and evaluation.
• Understanding of public health, safety issues and relevant regulations.
• Significant experience working in a leisure centre or similar environment.
• Demonstrated ability to lead, coordinate and motivate a diverse team.

Required skills

What we offer

• Permanent full‑time position with an annual salary of $83,714.28 plus superannuation.
• Opportunity to work within a culturally diverse council committed to community wellbeing.
• Professional development and a supportive workplace culture.