This vacancy is currently only open to West HQ employees, external applications will not be considered at this time. SGAC is seeking expressions of interest from current staff members for the position of Customer Service Manager, offered as a full-time, 12-month parental leave contract. This is an excellent opportunity for someone looking to develop leadership capability, broaden their operational experience, and contribute to the continued delivery of high-quality service to our customers. In this role, you will be responsible for leading and managing the customer service team to deliver high quality experiences for members and visitors at SGAC with a focus on member retention, innovation, control of expenditure and contributing to the growth and development of the business. Key responsibilities: Provide effective leadership and direction to the Customer Service team, fostering a high-performing, customer-centric environment. Align team operations with overall business strategy by setting clear objectives and ensuring consistent progress toward performance targets Build and maintain a positive team culture by motivating, coaching, and developing staff to support collaboration, engagement, and professional growth. Oversee end-to-end workforce management, including recruitment, onboarding, training, rostering, and approval of leave and paid time off for frontline staff. Establish and monitor Key Performance Indicators (KPIs) aligned with strategic business goals; proactively manage individual and team performance to ensure service excellence. Conduct regular team meetings and communication sessions to ensure staff are informed of operational updates, business changes, and strategic priorities. Our perfect fit: We are looking for a team member who demonstrates: Strong communication and interpersonal skills. The ability to lead, motivate and support a team. A customer-focused mindset with strong problem-solving capability. High attention to detail and strong organisational skills. The ability to work effectively under pressure and manage competing priorities. Previous supervisory or leadership experience (desirable but not essential). First Aid, CPR, NSW Working with Children Check. Experience using CRM systems (XR). Excellent on-the-job performance and a strong track record of punctuality and reliability. No performance management concerns or formal performance issues within the past 12 months. We encourage all interested team members to apply and explore this development opportunity. Applications close 5pm 7 December 20 25.