ABOUT US Mounties Group Values are Family, Honesty, Care, Innovation, Fun and Loyalty. We are a Mutuality which means our organisation is owned by its members and we exist to improve the lives of our members. Mounties Group have over 230,000 members that use our services across a broad range of industry sectors including Health & Fitness, Retail, Medical, Hospitality, Homecare and Allied Health. We employ over 1,300 people and are rapidly growing, particularly in the Health and Wellbeing segment of our business. Our Head office is located in Mount Pritchard and supports businesses across NSW, QLD, VIC and the ACT. Summary of the Role We are currently searching for an experienced and motivated Customer Service Manager to join and lead our lively close-knit team on a permanent full-time basis at Harbord Diggers Club, located in Freshwater, NSW Key Duties: Venue management including guest experience, appearance, security, professional leadership Leadership role that will see you motivating, coaching, mentoring and developing a strong and dynamic team with a focus on delivering exceptional service standards Talent management and succession planning Ensure compliance with the Registered Clubs Act, Liquor Act, Food Act, RSA, RCG, HACCP and Gaming Regulations Liaise with relevant stakeholders as necessary to ensure smooth day-to-day operations Coordination of rosters ensuring operational needs are met Ensure continuous improvement of our service delivery Attend and manage customer complaints and issues Organisation of workflow Supervision of employees including training and development as well as oversee and manage the employee performance life cycle Completion of accurate Risk Manager reporting About You To be successful for this role, you should have the following: Previous experience leading daily operations within a similar role in the Hospitality Industry Current certification in Responsible Conduct of Gaming (RCG), Responsible Service of Alcohol (RSA), First Aid & Advanced Resuscitation – or willing to obtain Strong understanding of the Registered Clubs Act, Liquor Act, Food Act, RSA, RCG, HACCP and Gaming Regulations to ensure the Clubs compliance Strong leadership skills that encourage a supportive work environment Passion for delivering exceptional guest experiences Exceptional people management, relationship building, and verbal & written communication skills Computer literacy Great conflict resolution abilities Availability to work a flexible roster, including days, nights and weekends What’s in it for you: Supportive and inclusive team and culture Free onsite parking Ongoing learning and development opportunities Uniforms provided Discounted gym membership WHY MOUNTIES? We have over 250,000 members and are listed as one of Australia’s top privately owned companies. With strong values and a commitment to our staff, we are a recognised employer of choice. GROUP WINNER OF: Western Sydney Business Awards – Employer of Choice 2020 Clubs NSW - Clubs and Community Award for Health and Wellbeing 2020 Clubs NSW – Clubs and Community Award for Emergency Services 2023 If you're looking at taking your career to the next level, apply today and don't miss out on this exciting opportunity.