Customer Experience Officer

About Aligned Leisure

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond’s health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 32 leisure centres, community stadiums, pools, gyms, theatres and other facilities throughout Victoria and New South Wales.

At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.

We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.

Customer Experience Officers are our frontline staff who will deliver service quality that exceeds the expectations of our customers in every transaction they have with us.  From their positions at the front desk of our facilities, Customer Experience Officers will be relentless in delivering outstanding service and building quality relationships with facility users.

 This high level of service and relationship building will lead to improved revenues, through more members, more program participants and more repeat customers.  Our Customer Experience Officers will have a thorough understanding of all programs that we run throughout the community and will help to match these programs and benefits to the unique needs of each of our customers.

 This position will work relentlessly to implement the Aligned Leisure purpose of CONNECTING TO THRIVE AND WIN, values of AWARE, DISCIPLINED, RELENTLESS and UNITED, and associated behaviours throughout the entire team.

1. Support Membership Officer
   • • Undertake outbound telemarketing to prospects as requested by the Membership Officer.
     • Capture all data at point of all program and service enquiries.
     • Identify “at risk” members and advise the Membership Officer.
     • Personal follow up of non-renewals as requested by the Membership Officer.
     • Personal follow up of membership questions or complaints where non-renewal may be likely.

1. Customer service desk responsibilities
   • • Provide the frontline service for all facility programs and services.
     • Proactively address all enquiries, ensuring that suitable outcomes are provided to each individual customer.
     • Look for upsell and cross sell opportunities based on individual needs.
     • All administrative duties that are required as part of a successful frontline function.
     • Take tours as requested by customers.
     • Maintain exceptional self and workspace presentation. 

1. Outstanding service delivery to all customers and stakeholders
   • Aligned Leisure will be renowned for delivering outstanding service and providing memorable experiences for our customers.  In your role, you will be relentless in identifying these opportunities and you will always ask yourself “How would I want a member of my family treated in this situation?”
   • All Aligned Leisure staff will understand and deliver on our customer charter and service promise.

Customer Experience Officers may from time to time be required to undertake other tasks as directed by the Head of Customer Experience or the Membership Officer.

ESSENTIAL QUALIFICATIONS AND EXPERIENCE:         

• • Experience in delivering exceptional customer service.
  • First Aid and CPR Certificate.
  • Working with Children Check.

PERSONAL ATTRIBUTES:

• • Customer focused.
  • Enjoys selling memberships, swimming lessons and other services to prospective members.
  • Understands/enjoys the leisure industry and motivated to serve Aligned Leisure.
  • Relentless in their approach to sales and service.