Customer Service Team Leader - Full Time [ West Hq]

We are seeking a Customer Service Team Leader who has demonstrated success in a leadership role and is ready to bring their capability, authority and professionalism into a dynamic environment.

• 
  Complimentary daily meal
• Free gym membership
• Staff discounts and rewards

Role Overview:

As the Customer Service Team Leader, you will take full operational ownership of your shift. You will confidently delegate tasks, provide clear direction, and hold team members accountable to performance, presentation, compliance, and service standards.

You will act as the escalation point for customer and member matters, applying strong judgement and decision-making skills while maintaining a calm, solutions-focused approach. Your leadership presence will set the tone for professionalism, consistency and service excellence across the floor.

Key Responsibilities:

• Lead and supervise team members with confidence and authority

• Take full accountability for the success, compliance and smooth operation of your shift

• Hold team members accountable to established standards and expectations

• Provide expert guidance on entry requirements, club policies and procedures

• Make informed, timely and well-reasoned decisions in a fast-paced environment

• De-escalate customer service issues with professionalism and composure

• Deliver exceptional face-to-face and telephone customer service

• Drive continuous improvement in line with our Customer Service Strategy

• Lead by example in presentation, attitude, and work ethic

• Inspire, motivate and develop a committed and high-performing team

About You:

• Confident leader who understands what it means to hold accountability for a shift, make sound decisions under pressure, and drive a team to deliver service excellence every day.
• Exceptional customer service abilities, with the confidence and maturity to independently diffuse a wide range of difficult and sensitive situations

Essential Criteria:

• Proven experience in a leadership or supervisory role within hospitality, clubs, gaming, or a customer-focused environment (essential)

• Demonstrated experience holding accountability for shift operations

• Strong ability to confidently delegate and manage team performance

• Excellent decision-making and problem-solving skills

• Exceptional communication skills and professional telephone manner

• Excellent attention to detail, with strong computer skills and accuracy in data entry and administrative tasks

• Proven ability to manage difficult situations and de-escalate complaints

• A proactive approach, often going above and beyond

• The ability to inspire and motivate a dedicated team

• RSA and RCG Competency Card (or willingness to obtain)

• First Aid and CPR Certification (or willingness to obtain)

• Availability to work across 7 days (rotating roster)

Internal Applicants

To be considered for this leadership opportunity, internal applicants must meet criteria relating to time and attendance, on-the-job performance, uniform and grooming standards, compliance and conduct.

We look forward to receiving your application and exploring how you can contribute to our continued success in this exciting role.

Apply Today!

Full Time

Rooty Hill NSW

Posted 12 Mar 26