Overview
Applications for this position are open until a suitable pool of candidates is received. This means the vacancy may close without notice. If you are interested in this position, we highly recommend you apply as soon as possible.
Together, we're working to build a vibrant and sustainable regional city... and we would love for you to join us.
In the heart of the Goldfields, Kalgoorlie-Boulder is a modern and thriving city that embodies the true spirit of a regional community. Located approximately 600 kilometres east of Perth, more than 30,000 people call the city home and enjoy the amenities and facilities of a metropolitan city, with the lifestyle benefits that come from living in a place where nature and adventure are on your doorstep.
With new leadership, dedicated staff and a supportive Council, the City is working towards the vision of being a sustainable regional city of the future.
We are dedicated to working together to achieve the best possible outcomes and are guided by our intention to:
* Be a clean and green city
* Be a place people call home
* Have facilities and services for everyone
* Encourage and support economic development and diversification
* Be a quality employer.
Goldfields Oasis Recreation Centre is seeking a motivated and experienced professional to fill the position of Senior Officer Customer Service within our Customer Experience team.
About the Role
The Senior Officer Customer Service is responsible for supporting frontline operations and providing leadership to the Customer Service team. Key responsibilities include:
* Supporting the daily operations of the Customer Service team
* Leading structured onboarding and training of new and existing staff
* Managing reception rostering and ensuring timesheet accuracy
* Coordinating coverage for unplanned staff absences
* Overseeing compliance with daily operational checklists and procedures
* Developing and distributing the Reception Memo to maintain clear communication across departments
* Managing and resolving customer complaints within delegated authority
* Supporting membership growth initiatives and program promotion
* Monitoring banking discrepancies and implementing corrective training where required
* Contributing to workforce planning and team development
* Promoting a respectful, professional and positive workplace culture
The role requires strong collaboration with Swim School, Creche, Health Club, Bookings and Aquatics teams to ensure a consistent and positive customer experience across the entire centre.
About You
The successful candidate will:
* Demonstrate strong leadership capability and initiative
* Possess excellent communication, problem-solving and conflict resolution skills
* Be highly organised and able to manage competing priorities in a busy environment
* Show sound judgement, professionalism and accountability
* Embody the City's Values and contribute to a positive team culture
* Be confident in managing customer complaints and supporting staff development
This position requires a hands-on leader who understands the operational demands of a busy recreation facility. The successful candidate must be willing and able to step in to support reception operations when required, including assisting with frontline coverage when operational gaps arise, ensuring service delivery to our members and community remains uninterrupted.
What This Role Offers
* The opportunity to lead and develop a frontline customer service team
* Exposure to operational oversight and workforce coordination
* Involvement in continuous improvement and service delivery initiatives
* The ability to contribute to the growth and success of Goldfields Oasis Recreation Centre
If you are passionate about customer service, leadership and supporting a high-performing team environment, we encourage you to apply.
Values
Accountability - We take ownership of our actions and outcomes, delivering on our commitments.
Collaboration - We work together with respect and shared purpose to achieve common goals.
Teamwork - We support one another, celebrate collective success and grow stronger together.
Respect - We treat others with dignity, value diverse perspectives and build inclusive relationships.
Integrity - We act with honesty, fairness and ethical responsibility in all we do.
Transparency - We communicate openly, share information freely and foster trust.
Excellence - We pursue high standards, continuous improvement and impactful results.
Benefits
We provide employees with generous employment conditions/benefits, including:
* Salary sacrificing
* Flexible Working Arrangements
* A host of health and well-being initiatives, including the Employee Assistance Program
* Generous Superannuation contributions with the City matching up to 3% voluntary additional contributions
* Training and development opportunities
* Free Parking
* Subsidised gym/leisure centre membership (at the nearby Goldfields Oasis)
* $300 annual reimbursement for attendance at, or use of, City owned facilities
* Rebated childcare offered
* We are an Equal Employment Opportunity employer, meaning all applicants are treated fairly and respectfully and have equal access to the opportunities available.
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