Senior Member Experience Officer

PCYC NSW is one of Australia’s leading youth charities, empowering young people to reach their potential through strong police and community partnerships. With over 60 clubs across NSW, our programs help create safer, healthier, and more connected communities.

We are currently seeking an enthusiastic and capable Senior Member Experience Officer to join our PCYC Tweed Heads team. In this varied, people-focused and leadership orientated role, you will deliver a high-quality front-of-house experience while supporting club operations and member engagement. If you are passionate about customer service, community connection, and making a positive impact on young people, this is the opportunity for you!

Casual position available at PCYC Tweed Heads
$40.16 per hour (inclusive of casual loading)

Employment under the PCYC NSW Enterprise Agreement 2024–2028, Level 2.2 Senior Activities Officer).

Incentives to work with PCYC

• Access to our employee rewards benefits with discounts across food, retail and travel
• Access free PCYC gym membership at participating clubs
• Workplace flexibility; morning and afternoon shifts
• Career progression and leadership development opportunities

About the role

Reporting to the Club Manager, you will play a key role in leading front of house service delivery and ensuring consistency of PCYC’s standards. You will guide the team, support daily operations and manage complex or escalated member enquires. In this role, you will:

• Provide a welcoming and professional font-of-house experience for members and visitor’s
• Lead by example and support the team to deliver CARE consistently across all interactions
• Offer real time guidance, coaching and feedback to front of house staff
• Deliver high quality customer service across, phone, email and face-to-face interactions
• Support bookings, enquiries and membership administration, ensuring accuracy and clarity
• Maintain a clean, safe and well-presented club environment
• Support onboarding and training of new team members
• Assist with club operations, activities and emergency procedure
• Support onboarding and training of new team members

This role requires flexibility to work across a range of shifts to meet operational needs.

About Us

• PCYC NSW is a life changing charity, established in 1937, that works in partnership with community and NSW Police to empower youth, get kids active in life, and reduce and prevent youth crime
• Over 100,000 people are members of our 65 clubs around NSW

About You

Are you a people-focused individual who thrives in a dynamic environment and enjoys supporting others? We’re looking for someone who:

• Has strong customer service and communication skills
• Brings leadership capability or experience guiding and coaching team members
• Is confident handling complex inquiries, feedback and escalated issues professionally
• Has administration and computer system experience (desirable)
• Can stay calm under pressure and resolve issues with CARE
• Is reliable, adaptable and committed to delivering positive member experiences
• Is available to work flexible hours, including evenings, weekends and school holidays
   

If so, Apply today!

PCYC is a Child Safe Organisation and an Equal Employment Opportunity (EEO) Employer that is committed to diversity and inclusion. We encourage all applicants to apply.

Please note: The successful candidate will be required to obtain a Working with Children Check and National Police Criminal History Background Check (less than 6 months old).