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Customer Service Manager - Mounties
Full time - Mt Pritchard

Who we are


As Australia’s #1 registered Club group, Mounties Group employs over 600 people throughout seven venues spanning across South-West Sydney and the Northern Beaches. We are more than just a Club, we are a people first, profit-for-purpose group that exists with the sole purpose of improving the lives of our members and the communities in which our venues operate. 


We have over 160,000 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.


The Role:


Mounties located at Mt Pritchard, just a short 10-minute drive from Liverpool are currently seeking an experienced, energetic, dedicated and professional team player with exceptional customer service skills to join & lead our team as a full time Customer Service Manager.


The Customer Service Manager will oversee all day to day operations throughout our Venue, including managing the employee performance life cycle including supervision of staff, training and development.


More specifically your day to day duties will include:

  • Ensure compliance with the Registered Clubs Act, Liquor Act, Food Act, RSA and RCG and HACCP and Gaming Regulations
  • Liaise with staff, supervisors, management and guests as necessary to ensure smooth operation of shift
  • Ensure continuous improvement of our Service Delivery
  • Opening & closing of Club
  • Ensuring our customers’ needs are met
  • Attend to customer complaints and issues
  • Completion of accurate Risk Manager reporting
  • Ensuring rostered shifts are covered each day/week using the Club’s roster system TANDA.


Skills and Experience:

  • Prior experience working across daily operations in all facets of food, beverage, gaming & entertainment (3 years exp)
  • Previous experience leading daily operations within a similar role (3 years exp)
  • Strong understanding of the Registered Clubs Act, Liquor Act, Food Act, RSA/RCG, HACCP & Gaming Regulations to ensure the Clubs compliance
  • Ability to deliver exemplary customer service that anticipate and exceed customer expectations
  • Clear written and verbal communication skills with the ability to use positive language
  • Ability to build a coherent team
  • Excellent problem solving and decision-making skills
  • Immaculate grooming and presentation
  • Attentive, empathetic and compassionate
  • Strong time management skills
  • Goal oriented focus
  • Possess a “hands on” approach
  • Sound conflict resolution skills
  • A high level of confidentiality and integrity
  • Strong cultural awareness and appreciation
  • Current NSW RSA & RCG competency certification (or willing to obtain)
  • Certificate IV in Hospitality or equivalent (preferred)


  • Above Award Rates
  • Discounted Meals
  • Onsite Free Parking
  • Uniforms Provided
  • Discounted Gym Membership


We hope to see you soon!


As part of the Mounties Group recruitment process candidates will be required to obtain a medical report from their usual General Practitioner confirming the candidate’s fitness to perform the inherent requirements of the advertised role.


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