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Manager - Customer Service & Sales

Macquarie University Sport & Recreation Centre

  • Sydney New South Wales Australia
  • Full Time
Closing 24 Sep 2018
Applications 0

Description

Macquarie University Campus Life

If you are a looking for your next career challenge and want to work within a vibrant and dynamic environment, the team at Macquarie University Sport & Recreation have some amazing roles to fill.

Over the past 6 months, Macquarie University Sport and Recreation have undertaken a major review of its structure and people resources and they are now looking for some highly motivated, experienced and talented individuals to complement their existing team.”

Macquarie University Campus Life offers competitive salary packages, a wide range of employee benefits and a fantastic working environment and culture.

What is Campus Life looking for in the Manager – Customer, Services & Sales?

We are seeking a dynamic individual to build and lead a team to drive process improvement, utilise and enhance customer and sales support systems, deliver program and event enrolments, sales and promotional plans, customer feedback systems, retail offerings and venue bookings whilst ensuring that the highest level of customer service is being provided.

The role will be responsible for motivating and leading a team of exceptionally driven, customer-obsessed agents and team leaders all while analysing systematic issues and implementing solutions to challenging problems.

What does the Manager - Customer, Services & Sales do?

Key Responsibilities:

Leadership:

  • Understand and communicate Campus Life mission, strategic themes and how Sport & Aquatic Centre (SAC) business objectives contribute;
  • Develop operational plans that align to and deliver on, Sports & Aquatics business objectives;
  • In collaboration with HR, manage recruitment, induction, training, mentoring and review of all Customer Service & Sales Team staff and contractors associated with operating the SAC;
  • Supervise, lead, coach and motivate the Customer Service & Sales Team to ensure cohesiveness, agreed performance targets, clear succession plans and development opportunities;
  • Continually foster a culture across the team that champions and drives the organisation’s mission, vision and values;
  • In collaboration with the Aquatics Services Manager and Fitness Services & Community Programs Manager, ensure team members are continually updated with and have a full understanding of the latest marketing, program enrolment and sales processes.

Operational Management

  • Oversee and manage all Customer Service & Sales operations of S&A to ensure the achievement and maintenance of customer service levels;
  • Develop/refine S&A policies, practices and procedures to continually improve customer satisfaction;
  • Help define, communicate and implement customer service standards / expectations for each role in the team;
  • Improve customer service quality and efficiency results by studying, evaluating, and re-designing processes, establishing and communicating team metrics, monitoring and analysing results and implementing change as needed;
  • Identify and communicate customer service and sales related issues and trends to other internal teams as they arise;
  • Coordinate and manage Customer Service & Sales projects and initiatives;
  • Administration responsibilities include, but not limited to, report generation, reviews / submissions, maintenance of operating manuals and schedules;
  • Oversee the expense budget to ensure alignment with the University procurement guidelines.

Attachments

Other Details

 

Essential requirements

To be successful, you will need to:

  • Clearly demonstrate that you have experience leading and developing teams
  • Strong written & oral skills
  • Excellent interpersonal, communication and negotiation skills
  • Strong analytical and problem-solving skills
  • Provide excellent customer service

You will be expected to have:

  • 3-5 years relevant experience within a contact centre sales environment
  • Excellent interpersonal, communication and negotiation skills
  • Ability to work in a dynamic and fast-paced environment with constant change
  • Absolute passion for ensuring a memorable customer experience with every contact
  • Building and managing relationships with a variety of stakeholders
  • Desirable
  • Experience working within a University environment
  • Cert IV in Workplace Assessment & Training

Apply for this role

To have a confidential discussion and find out more about this exciting opportunity, contact Rana El Safadi from Left Field Sports Solutions on 0404 804 021.

A detailed Position Description is available please email – rana@leftfieldsportssolutions.com.au

In submitting your application please include the following;

  • a covering letter
  • your resume
  • provide an indication of the remuneration you are expecting

Please submit your application via the following link –

https://leftfieldsportssolutions.com.au/our-services/recruitment/

Applications close at 5:00pm - 24th September 2018.

Paul Bruce

0407 426 592


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