About the role
North Ryde RSL is seeking an experienced, people-focused Head of Customer Service to lead their customer service teams and help deliver exceptional experiences for members, guests and the wider community.
Since opening in 1956, North Ryde RSL has continued to evolve while staying true to their purpose: "North Ryde is our location, RSL is our heritage, Community is our focus." The Club is proud to provide a welcoming, inclusive and community-focused environment where team members are supported to grow and make a genuine difference.
Reporting to the Operations Manager, this leadership role is responsible for the smooth day-to-day operation of the Club's customer service departments. You will lead frontline managers and staff, champion service excellence, support operational and financial performance, and ensure compliance with Club policies, procedures and relevant legislation.
Key Focus Areas
Lead, coach and support Customer Service Managers and frontline team members to deliver consistently high standards of service.
Manage departmental rosters and staffing levels to maintain service quality while supporting wage and budget outcomes.
Take full ownership and leadership of all customer engagement change initiatives, driving member and customer satisfaction and experience.
Drive a customer‐centric culture by responding to member and guest feedback, resolving complaints and identifying opportunities to improve satisfaction and loyalty.
Support membership growth, loyalty program engagement and customer engagement initiatives across Club touchpoints.
Maintain compliance with Club policies and relevant requirements, including RSA, RCG, AML/CTF, WHS and gaming‐related procedures.
Work collaboratively with Operations, Gaming, Marketing, People & Culture and other departments to support Club performance and continuous improvement.
Qualifications
The successful candidate will be a confident and composed hospitality leader with a passion for customer service, team development and operational excellence. You bring strong communication skills, sound judgement and the ability to build positive relationships with staff, members and guests.
To be successful in this role, you will have:
Excellent personal presentation, communication, organisation and problem‐solving skills.
Proven ability to manage rosters, performance conversations, service standards and operational priorities.
Demonstrated experience leading customer service, hospitality, club or venue operations teams.
Current RSA and RCG competency cards, with Advanced RCG highly regarded or required for gaming‐related responsibilities.
Current First Aid and CPR certification, or willingness to maintain current certification.
Strong understanding of compliance, responsible service, responsible gaming and safe work practices.
Confidence using Microsoft Word, Excel and Outlook.
Benefits
Be part of a respected community Club with a proud RSL heritage.
Lead a team that plays a key role in creating a safe, welcoming and enjoyable experience for members and guests.
Work in a supportive, inclusive environment that values collaboration, professionalism and growth.
Access staff benefits such as meal allowance while on shift, staff events, employee assistance program support, variety of online and face to face training, discounts and wellbeing program through Perk Box, flu vaccinations and secure and free under cover parking.
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