Manager - Service Improvement And Innovation
vor 1 Monat
Manager - Service Improvement and Innovation30 Aughtie Dr, Albert Park VIC 3206, Australia Req #567
Tuesday, 12 November 2024
About State Sport Centres Are you ready to be a crucial part of the dynamic world of State Sport Centres?
We are the heartbeat of premier multi-sport facilities in Victoria, dedicated to fostering peak performance, unlocking potential, and delivering world-class events.
State Sport Centres are more than just facilities; we're the driving force behind sports enthusiasts reaching new heights.
We exist to fuel passion, inspire excellence, and contribute to the well-being of the Victorian community.
Join the team that transforms the sports landscape and creates a legacy of excitement, engagement, and inspiration.
About the role: The Manager Service Improvement and Innovation is a strategic leadership role tasked with developing and implementing the SSCT Customer Strategy across all our venues including Melbourne Sports & Aquatic Centre, State Netball Hockey Centre, Lakeside Stadium and State Basketball Centre.
Reporting to the General Manager - Venues, this role provides strategic support and guidance to Venue Managers, Operations Managers and Team Leaders, ensuring alignment with the organisation's values and vision.
The position plays a crucial role in building capability and fostering a culture of exceptional customer experience at SSCT venues.
The role enhances organisational value by shaping stakeholder relationships, setting customer experience priorities and driving customer engagement initiatives.
The responsibilities of the role include: Provide strategic leadership in Customer Experience across all SSCT venues and channelsFoster a culture of customer experience excellence by developing and implementing best practice policies and proceduresImplement industry-leading customer experience solutions to enhance SSCT's professional imageUtilize new and existing technologies to drive effective customer service deliveryLead the development and implementation of customer service standards and behaviours, including a comprehensive training planLead the review and implementation of the SSCT Customer Charter and monitor complianceDevelop and monitor minimum service standards that align with the customer charterLead SSCT's Customer Feedback program, including survey development and resolution of issuesContribute to the development of strategic and annual business plansDevelop annual budgets related to customer experienceReport on performance metrics compared to budget and industry benchmarksContribute to a safe workplace environment by adhering to WHS and Risk Management policiesRequired skills and Qualifications: Tertiary qualification in relevant field/s such as customer experience, business, marketing, operationsEvidence of Customer Experience leadership and effectivenessDemonstrated understanding and experience of customer experience theory, channels, tools, strategies, standards and success measuresDemonstrated history of delivering exceptional customer experience in a fast-paced and multi-disciplinary settingUnderstanding of customer service principles and the ability to train staff to achieve high quality outcomesExperience working in sporting and/or entertainment venues highly desirableProject Management experience will be well regardedCurrent Victorian Driver's LicenseVictorian Employee Working with Children CheckWhy is this a great place to work? You will love working at the State Sports Centres.
Here's just a few reasons why:
Flexible working arrangementsGreat staff benefits including free parking, performance gym membership, discounts at SSCT food & beverage and retail outlets and complimentary court hire for casual bookings across the stadiumsFamily and friends' discounts on performance gym membershipDiscounts on holiday programs and creche for dependentsYou will be challenged daily and can develop yourself as a person as well as gaining valuable career skillsWe have a fantastic team of people who are great to work withJoin us in our mission to help people to be excited about sport, engage in healthy activity and feel inspired to be their bestWe are surrounded by elite athletes daily and you will support various elite sports and world class eventsHow to apply: Please send us a resume and cover letter supporting your application for this exciting role with State Sport Centres.
We will be reviewing applications and commencing interviews as they come in, so please don't delay in applying.
For further information please contact Abigail Grant, Talent Acquisition Business Partner
SSCT values diversity, is an equal opportunity employer, and encourages applications from culturally and linguistically diverse backgrounds including Aboriginal and Torres Strait Islanders, and from people with disabilities.
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 are visitors to our venues and facilities.
Successful applicants will be required to provide a current Working with Children Check before being able to commence employment.
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