Customer Service - Assistant Manager

West HQ is recruiting for a Customer Service Assistant Manager to join the team who has demonstrated success in a leadership role and is ready to bring their capability, authority and professionalism into a dynamic environment.

This is an excellent opportunity for a hospitality or customer service professional who thrives in a fast-paced environment, leads by example, and is passionate about delivering exceptional member and guest experience.

Role Overview:

Reporting to the Customer Service Manager, you will play a key role in leading the team, ensuring compliance with Club and regulatory requirements, and maintaining the high service standards our members have come to expect. Your leadership presence will set the tone for professionalism, consistency and service excellence across the floor.

Key Responsibilities:

• Lead and supervise team members with confidence and authority.
• Hold team members accountable to established standards and expectations.
• Ensure all entry requirements, club policies and procedures, and legislative requirements are consistently applied (RSA, RCG, WHS, liquor licensing regulations and governance requirements etc.).
• Monitor venue access and ensure compliance with membership, sign-in, and visitor entry requirements.
• Support recruitment, onboarding, training and performance management of team members.
• Assist with roster management, time and attendance, labour control and team productivity.
• De-escalate customer service issues with professionalism and composure.
• Deliver exceptional face-to-face and telephone customer service.
• Inspire, motivate and develop a committed and high-performing team.

Essential Criteria:

• Proven experience in a leadership or supervisory role within hospitality, clubs, gaming, or a customer-focused environment (essential)
• Strong people leadership skills with the ability to motivate, coach, and develop teams
• Strong ability to confidently delegate and manage team performance
• Exceptional customer service and conflict resolution abilities
• Proven ability to manage difficult situations and de-escalate complaints
• Ability to remain clam and make effective decisions in a fast-paced environment
• A hands-on leadership style
• RSA and RCG Competency Card (or willingness to obtain)
• First Aid and CPR Certification (or willingness to obtain)
• Availability to work across 7 days

Internal Applicants

To be considered for this leadership opportunity, internal applicants must meet criteria relating to time and attendance, on-the-job performance, uniform and grooming standards, compliance and conduct.

Apply Today!