Customer Experience Senior Coordinator

Our Vision is a better tomorrow where all people can belong. 

As the largest employer in fitness and recreation we have more than 5,000 staff at over 140 centres across Victoria. With us, you will work with fun colleagues who have a shared passion for making a difference in the lives of individuals and transforming communities for the better.

About the Centre

Boroondara Sports Complex is a premier Aquatics & Leisure facility located in Balwyn North, owned by City of Boroondara and managed proudly by the Y. The facility has a number of varied facilities which includes 5x basketball courts, 3x outdoor pools, 2x group fitness rooms, a health club, cafe, creche, and a gymnastics studio. The facility receives over 700,000 visits annually and has over 2,000 members and 800 gymnastics students.

About the Role 

We are currently seeking a dedicated and experienced Senior Coordinator (2IC) to join our team at the Boroondara Sports Complex. As a senior member of our leadership team, you will play a crucial role in leading our customer service + health & wellness teams.

Working closely with and supporting the Centre Manager, your primary focus will be on enhancing the member experience. Your responsibilities will encompass driving high standards of customer service and achieving sales targets & KPI's, whilst ensuring a high performance health club team and strongly attended group fitness schedule.

The ideal candidate will be driven to succeed and have prior experience in leading teams in this space. In addition, your role as 2IC will require additional support to the Centre Manager as they return to work from maternity leave. You will have an understanding of local government and the contract requirements necessary to managing a strong relationship with our Council partners.

Creating a fun and inclusive team environment with a strong sense of accountability will be paramount to the success of the frontline team and the smooth operation of our customer service department.

This is a full-time position with a salary between $79,243-83,997 + super, experience dependent.

About You 

• You have 2-3 years experience in customer service, ideally within the recreation industry.
• Your proven leadership experience shines through as you strive to create a lively and welcoming team atmosphere.
• Your demonstrated communication and interpersonal skills enable you to inspire and engage our Frontline staff.
• You possess strong organisational and multitasking abilities, allowing you to effectively manage multiple responsibilities and prioritise tasks.
• You understand membership sales and the retention procedures.
• You have an understanding of leading health club and group fitness teams.
• You are a proactive problem solver, consistently seeking innovative ways to improve the member experience.
• You are a team player with a passion for fostering a positive culture of accountability, teamwork, and professional development among the customer service team.

Joining our team at Boroondara Sports Complex means becoming part of a vibrant and inclusive community. We value teamwork, excellence, and continuous improvement and are passionate about connecting communities with physical activity. In return for your dedication and expertise, we offer a competitive salary package, professional development opportunities, and a supportive work environment.

Essential Qualifications   

• HLTAID009 Provide Cardiopulmonary Resuscitation
• HLTAID011 Provide First Aid
• Certificate 3 & 4 in Fitness or equivalent

Other Desirable Skills

• Leadership experience
• Relevant diploma or equivalent
• Sport and Recreation and/or Facility Operations experience

At the Y, we are committed to empowering all Children and Young People to feel safe and be safe. As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check and reference checks). To learn more about our commitment to safeguarding children and young people visit victoria.ymca.org.au

Benefits  

At the YMCA, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:  

• Flexible working and rostering arrangements  
• Opportunities for career development and growth  
• Free access to gyms, recreation, and aquatics centres across the state  
• Free access to the Virtual Y – online health and wellness  

How to Apply  

Working for the YMCA is a rewarding and challenging experience for those with a positive attitude, zest for life and who seek to contribute to the bigger picture. If this is you, click the Apply button now.

Please contact Sarah Ryan (Centre Manager) on 0400 103 803 for a confidential discussion about your application- applications must be submitted through our Y Victoria careers page.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.