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Program Leader Customer Service

City of Darebin -
Darebin VIC

Apply Now

Job Details

Permanent | Full-time
9 hours ago

Qualifications

CPR Certification
Management
Sales
Customer service
Microsoft Office
Administrative experience
Supervising experience
Swimming
First Aid Certification
Working with Children Check
Marketing

Full Job Description

Full time, Permanent position
Provide effective leadership and management of the Customer Service team at Reservoir Leisure Centre (RLC)
Access to all programs & services RLC has to offer

Full time, Permanent position
Provide effective leadership and management of the Customer Service team at Reservoir Leisure Centre (RLC).
Access to all programs & services RLC has to offer

This is an exciting opportunity for a motivated leader to join a rapidly growing leisure centre and make a meaningful impact across customer service, membership growth and program enrolments.

We're building Darebin's future - and we're looking for great people to join us.

As part of our organisational redesign, we're introducing new roles that support Darebin's future focus and priorities.

About the role:

As Program Leader, you will inspire and develop a high-performing Customer Service team, ensuring every customer interaction delivers an exceptional experience. Leveraging your strong sales, relationship-building and administrative skills, you will drive membership and swim school growth through proactive sales activities, effective enquiry management and customer retention initiatives.

You will:

Lead, develop and inspire a high-performing Customer Service team that consistently delivers exceptional service and meets operational standards.
Create outstanding customer experiences by ensuring enquiries, incidents and feedback are managed professionally, promptly and effectively.
Drive membership growth and retention through proactive sales and targeted retention strategies.
Maintain efficient and compliant business operations, including cash handling, retail inventory management, invoicing and administrative processes.
Use data and reporting to improve performance, providing insights on membership trends, customer outcomes and operational effectiveness to support continuous improvement.

About you:

Minimum of two years’ demonstrated experience working in a customer service environment, including experience in supervising employees.
Experience in sales and marketing strategies, including increasing overall membership income and implementing member retention programs.
Experience in identifying gaps and developing strategies to improve customer experiences, with well-developed PC and Microsoft Office skills and experience in customer and facility management software such as Perfect Gym Manager and MyWellness.
Current Level 2 First Aid certificate and current CPR certificate.

Why Darebin?

Darebin City Council is committed to equity, diversity and inclusion. We proudly serve one of the most diverse communities in Victoria, and we know that a diverse workforce strengthens our ability to deliver meaningful outcomes.

We offer:

A supportive team environment
Opportunities for professional development and career growth
A workplace that values collaboration, integrity, respect and creativity
The chance to make a real difference

How to Apply

To apply, please submit your application including a Cover Letter and Resume. If you wish to address the Key Selection Criteria in the Position Description, you may do so in your cover letter.

Applications close on 28 July 2026 at 11:30pm. Applications will be reviewed during the advertising period so if you’re interested in this opportunity, we encourage you to get your application in as early as possible.

For a confidential discussion about the role and the opportunity, contact Kirsten Rosser, Team Leader Quality and Service – [email protected]

Should you need reasonable adjustments to our recruitment process to support your accessibility needs, please get in contact with us and advise how we can best support you.

Pre-employment Checks

Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.

To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards.

All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.

Apply Now

Refine Your Search

program manager (professional services) jobs

Program Leader Customer Service

Leading Teacher - Director of Specialised Programs (ACED and ESP) NEW POSITION

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