Customer Experience Officer

About State Sport Centres

The Victorian State Sport Centres Trust (SSCT) operates and maintains over $1 billion of assets, including four of Australia’s largest multi-sport venues: Melbourne Sports and Aquatic Centre (MSAC), State Netball and Hockey Centre (SNHC), Lakeside Stadium incorporating the State Athletics Centre, and Knox Regional Sports Park including the State Basketball Centre (SBC).

Unlike other major international-standard venues that host sport and entertainment events, SSCT venues provide access for users at all levels, from elite and professional athletes to school and community participants, seven days a week, up to 16 hours a day.

Through the provision of access for all, SSCT makes a unique and significant contribution to Victoria’s sport sector.

Four Workplace Values underpin the work we do: Teamwork, Safety, Excellence and Respect.

About the Role

As a Customer Experience Officer, you will be the face of our organisation and the primary point of contact for customers across our venues. Working as part of a team of customer service professionals, you will help deliver exceptional customer experiences while supporting the day-to-day operation of our facilities. 

Your primary responsibilities will include:

• Providing information to customers in person, by phone and email regarding SSCT venues, programs and services. 
• Promoting products and services to members and visitors. 
• Managing customer enquiries and complaints, resolving issues and escalating where required. 
• Conducting venue tours and ensuring a positive customer experience. 
• Handling contractor sign-ins and issuing access cards in line with policies and procedures. 
• Operating point-of-sale systems and following cash handling procedures. 
• Maintaining a general knowledge of venue operations to assist with customer enquiries.
• Supporting a safe environment for patrons, staff and visitors, including participation in venue evacuation drills.

Required Skills and Qualifications

• Outstanding customer service skills.
• Strong verbal and interpersonal communication skills.
• Demonstrated computer literacy. 
• Excellent attention to detail.
• Ability to work effectively in a team environment.
• Ability to manage difficult situations and deal with conflict professionally. 
• Flexibility to work early mornings, evenings and weekends across SSCT venues.
• Current Victorian Employee Working with Children Check. 
• Australian working rights.

Shortlisted candidates may be subject to pre-employment screenings, including criminal record, social media, and adverse media checks.

Why is this a Great Place to Work?

Our Patrons and Teams

• Work alongside elite athletes and support world-class sporting events, as well as community sport and recreation.
• Be challenged daily while developing valuable personal and professional skills.
• Join a dynamic and supportive team.

Our Venues

• Free parking.
• MSAC Gym and Performance Membership, including family and friends discounts.
• Discounts at SSCT food and beverage and retail outlets.
• Complimentary casual court hire across SSCT venues.

Our Workplace

• Training and professional development opportunities.
• Flexible working arrangements.
• Employee Assistance Program providing free confidential wellbeing support.
• Inclusive environment that values diversity.
• Employee recognition through our Values in Action program.

Join us in our mission to help people be excited about sport, engage in healthy activity and feel inspired to be their best.

How to Apply

Please submit your resume and cover letter outlining your suitability for this exciting opportunity with State Sport Centres.

Applications will be reviewed as they are received, and interviews may commence before the closing date, so we encourage you to apply as soon as possible.

For further information, please contact Jake Hitchcock-Yoo on 03 •••• •440.

SSCT values diversity, is an equal opportunity employer, and encourages applications from culturally and linguistically diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disability.

The State Sport Centres Trust (SSCT) is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse, discrimination and inequality. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or who visit our venues and facilities. Successful applicants will be required to provide a current Working with Children Check before commencing employment.