Customer Service Team Leader

Permanent | Full Time | 76 Hours Per Fortnight
Premium Recquatic Membership | 13% Superannuation | Rostered Day Off (19 Day Month)
This position is classified as a PACS Band 7 ($94,417 - $103,538 per annum) under the City of Kwinana’s structured remuneration system._____________________________________________Join the Team Driving Exceptional Customer ExperiencesDo you excel at leading people, improving service delivery and creating outstanding customer experiences?
The City of Kwinana is seeking an enthusiastic and experienced Customer Service Team Leader to lead the customer experience function at the Kwinana Recquatic as we prepare for an exciting new chapter. With a $38 million redevelopment of the Recquatic Centre on the horizon, there has never been a better time to join our team and help shape the future of customer service in one of the City's most valued community facilities.
What’s On OfferReporting to the Customer and Fitness Coordinator, you will lead the Customer Service team and oversee the daily operation of reception, administration and retail services.As the custodian of customer service standards across the facility, you will play a critical role in ensuring every visitor receives an exceptional experience.
Your responsibilities will include:Leading and developing a high-performing customer service team.Managing the daily operations of reception and retail services.Overseeing financial administration, banking and reconciliations.Managing customer enquiries, feedback and complaint resolution.Driving continuous improvement of customer service processes.Supporting membership growth and customer retention initiatives.Using customer feedback and service metrics to identify opportunities for improvement.
About YouYou are a customer-focused leader who can inspire teams, build relationships and drive results.You'll bring:Significant experience in customer service environments, ideally in a leadership role.Strong people leadership, coaching and performance management skills.Experience managing financial processes and reconciliations.Excellent problem-solving and conflict resolution abilities.Strong business systems and technology skills.A passion for delivering outstanding customer experiences.Qualifications in Business Management, Customer Service or equivalent experience.
What’s In It For You?At the City of Kwinana you will enjoy a true work-life balance, with access to flexible working arrangements and a fantastic workplace culture borne from a collaborative team environment.
Other perks include, but are not limited to…A fantastic workplace, recently ranked alongside the top 10% of the most constructive local governments in Australia and New Zealand for workplace culture!Competitive salary plus 13% superannuation.Monthly rostered day off (19 Day Month).Three (3) days paid time off for Christmas closure.Ten (10) days per year of Personal Level with an additional two (2) days given after 12 months’ service.An additional two (2) days of Personal Leave per annum given after your first year.Additional annual allowance instead of leave loading.A robust employee wellness program with initiatives designed to support employees' physical and mental wellbeing.A generous Celebration and Recognition Policy for employees.Career development, training opportunities and study support.Premium Kwinana Recquatic Centre membership.
Want To Know More?To be considered for this position, applicants must submit a CV and a cover letter (maximum two pages) demonstrating their suitability by addressing the Selection Criteria outlined in the Position Description.
For more information relating to the position, please contact Siobhan Sirrell, Customer and Fitness Coordinator on 9236 4713.
Apply online: https://www.kwinana.wa.gov.auApplications close 5:00pm Friday 28 August 2026
The City of Kwinana reserves the right to commence recruitment prior to the closing date, and will not accept or consider late applications
The City of Kwinana promotes and values diversity to create a unique work force. Applicants from diverse backgrounds, such as Aboriginal people, people living with disability or people from different cultural backgrounds are encouraged to apply. The City also strives to be a customer centric organisation, with the customer at the centre of everything we do. As such, all employees play an important role in helping us to achieve this by ensuring they provide best-practice customer service. The City has the goal of zero harm for its employees, this includes providing a smoke-free environment and minimising exposure to the elements. Conditions of employment are in accordance with the City’s current Enterprise Agreement. For further information, please contact our Recruitment team on 9236 4618 or 9236 4628.
Please note: As part of the City’s recruitment process, the selected applicant will be required to undergo a pre-employment medical which includes a Drug and Alcohol screen test.