Team Leader – Customer Service (Frontline & Café)

About the role

Join the Active Living team at Hume City Council as a Team Leader for Customer Service. You will oversee frontline reception and café operations, ensuring a safe, inclusive and welcoming environment for residents and visitors.

Key responsibilities

• Plan and facilitate recruitment, onboarding and training of Customer Service Officers and café staff.
• Maintain appropriate rostering, supervision and performance management for both part‑time and casual staff.
• Ensure compliance with safety regulations, organisational policies and industry best practices.
• Lead team development through coaching, communication and regular performance reviews.
• Monitor operational systems and contribute to the development of strategies and policies that drive service excellence.

Required profile

• Demonstrated knowledge of current recreation trends and program delivery.
• Understanding of public health and safety guidelines and relevant regulations.
• Significant experience working in a leisure centre or similar community‑focused environment.
• Proven ability to lead, coordinate and motivate a frontline team.

Required skills

What we offer

• Competitive salary of $83,714.28 per annum plus superannuation.
• Opportunities for professional development and career progression.
• Supportive, inclusive workplace culture.