The City of Canterbury Bankstown is one of the largest councils in NSW with one of the most culturally, socially and economically diverse communities. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 385,000 residents.
Launching late 2026, the new Canterbury Leisure & Aquatic Centre will become the heart of health, fitness and fun in our community. We are building the team that brings this space to life across customer experience, operations, health, wellness, marketing and leadership. Visit our careers page to view all current opportunities and find the role that's right for you.
The role
The Coordinator Customer Experience – Leisure, Wellness and Aquatic Services is a new leadership role within the Leisure and Aquatics unit. You will be accountable for leading the overall customer experience and digital initiatives across Leisure & Aquatic Services, shaping and delivering customer journey across the centres, ensuring high‐quality service delivery and achieving financial performance targets, service standards and KPIs.
Duties
* Lead and inspire the Customer Experience team to deliver exceptional service across all Leisure & Aquatic touchpoints.
* Oversee membership services and the customer journey, including acquisition, engagement and retention strategies.
* Lead the Customer Experience Strategy and use data, analytics and feedback to identify trends and improve service delivery.
* Drive continuous improvement across systems, policies, procedures and digital initiatives.
* Manage budgets, resources, KPIs and team performance to support efficient and sustainable operations.
* Maintain compliance with WHS, Child Safe standards, Council policies and required reporting processes.
Qualifications
* Tertiary qualifications in Business, Leadership and Management or a related discipline and/or demonstrated relevant experience.
* Current First Aid and CPR Certificate.
* Current Class C Drivers Licence.
* Current Working with Children Check.
* Extensive experience managing a large customer‐facing team.
* Demonstrated ability to lead and manage change.
* Well‐developed communication skills in person, over the phone and in writing.
* Experience managing budgets, KPIs, team performance and customer experience strategies.
* Experience managing teams across multiple sites and working with a diverse customer base.
Benefits
* An opportunity to contribute to community‐focused Leisure & Aquatic services.
* Permanent full‐time position with long‐service leave after 5 years, annual salary increases and parental leave.
* The chance to make a positive impact on our community.
* Professional growth and continuous learning and development opportunities.
* Access to employee health and wellbeing programs, such as Fitness Passport and workplace initiatives.
How to Apply
* Resume
* Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.
* Copy of NSW Working with Children Check
Applications close Sunday, 14 June 2026.
CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage applications from all backgrounds, experiences and abilities, including people with disability, Aboriginal and Torres Strait Islander people, the LGBTQIA+ community and people from culturally diverse backgrounds.
If you require support with your application and throughout the recruitment process, contact the Talent Management Team at recruitment@cbcity.nsw.gov.au.
Successful applicants may be required to complete pre‐employment checks relevant to the role, including Working with Children Checks, medical, reference checks, qualification checks and other checks in accordance with the position.
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