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About the Role

The Site Supervisor Leisure, Wellness & Aquatics Customer Experience provides day-to-day guidance and supervision to the Leisure & Aquatic Customer Experience Team while supporting the Leisure & Aquatic Services Leadership Team. This role will work across multiple leisure and aquatic centres, leading by example to support the Team Leader in delivering a high-quality customer experience aligned with the Customer Service Charter. The position also involves undertaking operational shifts and administrative duties to ensure the effective operation of the broader team.

Responsibilities

Providing day-to-day supervision and scheduling support for frontline Customer Experience staff.
Supporting the induction, training and ongoing development of new and existing team members.
Ensuring policies, procedures and systems are applied consistently at site level.
Monitoring customer interactions, resolving routine issues and escalating complex matters when required.
Collecting and communicating staff and customer feedback to support continuous improvement.
Monitoring team performance against key performance indicators.
Supporting marketing, lead-generation and digital-adoption initiatives.

Requirements

A current CPR Certificate.
A current First Aid Certificate.
A current Class C Driver Licence.
A current Working with Children Check.
A minimum of two years’ experience in a customer-facing role within a customer experience team.
Demonstrated experience leading a team to deliver high-quality customer service in a fast-paced environment.
The ability to prioritise competing tasks and support leaders with performance management.
Proven ability to coach, motivate and develop staff.
Excellent computer skills and the ability to adapt to new systems while delivering responsive customer service.

Skills

Customer Experience
Team Leadership
Customer Service
Performance Management
Coaching
Motivation
Staff Development
Computer Skills
Adaptability
Communication

Location

Canterbury
Birrong
Roselands

Work Type

Permanent
Full-time

Experience Level

Minimum of two years’ experience in a customer-facing role within a customer experience team.
Demonstrated experience leading a team.

Salary/Compensations

$80,351 per annum plus 12% superannuation

Benefits

The opportunity to contribute to community-focused leisure and aquatic services.
Permanent full-time employment conditions.
Long service leave after five years.
Annual salary increases.
Parental leave.
The opportunity to make a positive impact within our community.
Investment in professional growth through continuous learning and development opportunities.
Access to employee health and wellbeing programs, including Fitness Passport and workplace wellbeing initiatives.

About the Company

The City of Canterbury Bankstown is one of the largest councils in NSW, serving one of Sydney’s most culturally, socially and economically diverse communities.
We deliver 28 key services, including childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres, to more than 385,000 residents.
Opening in late 2026, the new Canterbury Leisure & Aquatic Centre is set to become the heart of health, fitness and fun in our community.
We are now building the team that will bring this space to life, with opportunities available across customer experience, operations, health, wellness, marketing and leadership.

Equal Opportunity

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
We want our workplace to reflect the diverse community we serve.
We encourage applications from people of all backgrounds, experiences and abilities, including people with disability, Aboriginal and Torres Strait Islander peoples, members of the LGBTQIA+ community and people from culturally diverse backgrounds.