Senior customer service officer

She's back! Be part of something extraordinary at Sydney's most iconic aquatic and leisure facility.

This is your chance to dive in and be part of the next chapter at North Sydney Olympic Pool - a world-class aquatic and fitness destination beneath the Sydney Harbour Bridge. Following her redevelopment, this Australian legend is set to redefine leisure industry excellence, and we're seeking passionate individuals to help shape the culture and deliver outstanding experiences for our community.

North Sydney Council proudly owns and operates North Sydney Olympic Pool as part of its commitment to the vibrant North Sydney local government area on the city's picturesque lower North Shore. With around 400 employees supporting 77,000 residents across 10 square kilometres of harbourside land, Council is committed to creating exceptional places and services that bring people together. You'll join a dedicated team working in a safe, inclusive environment — where both staff and the community can thrive.

The role

We are currently seeking a full-time Senior Customer Service Officer to join the newly redeveloped North Sydney Olympic Pool team. In this frontline role, you will be responsible for delivering high-quality, responsive, and accurate information to the North Sydney community—enhancing customer satisfaction, supporting increased visitation, and contributing to a positive and memorable customer experience. The successful applicant will be the primary point of contact for all telephone, face-to-face and email inquiries.

As a Senior Customer Service Officer, you will also play a key role in mentoring and training part-time Customer Service Officers, while assisting the Coordinator Administration and Customer Service in delivering efficient business operations and ensuring compliance with relevant legislation and Council policies.

This is a unique and exciting opportunity to be part of one of Sydney's most iconic destinations, working within a fun, inclusive, and supportive team environment.

The customer service desk is a 7-day operation with morning shifts starting from 5:00am and closing shifts finishing at 9:30pm.

The person

Are you a people-focused professional who thrives in a team environment and takes pride in delivering exceptional customer experiences? We're looking for a Senior Customer Service Officer who brings warmth, positivity, and a solutions-focused mindset to every interaction. You'll be the welcoming face of the iconic North Sydney Olympic Pool, greeting every visitor with a smile and ensuring their experience is seamless and enjoyable.

When you join North Sydney Council, you become part of a team dedicated to delivering a wide range of high-quality services to residents and the broader community. Our goal is to ensure the revitalised North Sydney Olympic Pool meets these same high standards—offering an outstanding facility where the customer experience is valued just as highly as the breathtaking views.

In this role, you'll:

• Provide outstanding customer service with a friendly and compassionate approach
• Confidently resolve customer enquiries and challenges with efficiency and care
• Support daily operations through strong administrative and business support skills
• Prepare clear, professional written correspondence and operational reports
• Contribute to a collaborative, respectful team culture
• Take pride in serving the community and making a positive impact every day

If you're passionate about helping others, love working in a vibrant community setting, and have a flair for customer service, we'd love to hear from you!

Essential Criteria

• Demonstrated experience in a fast-paced customer service environment with a passion and commitment to providing friendly and welcoming service standards.
• Previous experience training, coaching, and mentoring other staff to deliver best practice customer service standards.
• A high level of interpersonal skills, coupled with excellent written and verbal communication skills, with the ability to convey complex information in an easy-to-understand manner.
• Demonstrated high level administration and organisation skills, including use of Microsoft suite (Outlook, Word, Excel, and Teams).
• Experience with Point-of-Sale systems, day-to-day book-keeping, financial procedures, end-of-day banking and stocktake processes.
• Demonstrated ability to work independently and with minimal supervision.
• Be able to satisfy the requirements of the Child Protection (Working with Children) Act 2012 and Child Protection (Working with Children) Regulations 2013 and provide a current NSW Working with Children Check clearance; and adhere to Workplace Health and Safety requirements.
• Must be eligible to work in Australia and receive clearance from a pre-employment medical assessment.
• National Criminal Records Check clearance.

Desirable Criteria

• Experience using computerised POS leisure management systems
• Additional experience or qualifications in the leisure industry, such as certifications in swim teaching, fitness, lifeguard or creche.
• Flexibility to work across a seven (7) days week operation with morning shifts starting from 5:00am and closing shifts finishing at 9:30pm
• Experience and knowledge of Local Government practices, regulations and policies
• Vaccinated against COVID-19

Why work at NSC?

We're committed to creating a diverse, inclusive and positive workplace. Our teams are reflective of the communities in which we operate, and we value the unique contribution each member makes to the North Sydney Council. The work we do makes a real difference to the lives of our residents and contributes to their economic and social wellbeing.

Through North Sydney Council and NSOP, permanent staff have their essential training and recertification paid for. Staff also have access to a range of resources and opportunities for staff to thrive both personally and professionally, with the goal of aligning individual career goals with organisational objectives. You will have access to training programs that encompass a variety of formats including workshops, seminars, online courses and more, catering to different learning styles and preferences. North Sydney Council can also provide financial support and/or study leave to staff pursuing relevant external education (including undergraduate and post-graduate qualifications).

You'll have access to:

• Excellent work-life balance with a 76-hour- 9-day working fortnight
• Freedom to direct contributions to any compliant superannuation fund
• Access to a holistic health and well-being program and Fitness Passport
• Access to employee recognition and reward program
• Weekly fruit baskets
• Free access to counselling sessions through our Employee Assistance Program
• Free financial advice by a certified Financial Planner
• Monetary transport allowance
• Close locale to transport options including train, bus, metro and bike ways

Apply now to become part of something legendary!

Hourly rate from: $39.24 to $46.85 per hour + 12% superannuation + $1,000 pa transport allowance

76 hours per fortnight with a rostered day off

Weekend penalties apply

This role will commence immediately

Closing Date: 23 June 2026 - 11.30pm

North Sydney Council is committed to the principles of Equal Employment Opportunity in order to provide a working environment that embraces and values diversity and inclusion. North Sydney Council also adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people. We strongly encourage candidates from wide-ranging backgrounds, identities and experiences to apply.