Customer Service Officer

Ku‑ring‑gai Fitness & Aquatic Centre (KFAC) is a modern, high‑use community facility operated by YMCA NSW, supporting the health, fitness, and wellbeing of the local community. The centre offers a mix of aquatic, fitness, and wellbeing services, welcoming members, families, and casual visitors throughout the day.

As a customer service hub, the site is fast‑paced and people‑focused, with a strong emphasis on safety, accessibility, and positive member experiences. Front‑of‑house staff work closely with lifeguards, fitness teams, swim school staff, and centre leadership to ensure every visitor feels supported, informed, and welcome from the moment they arrive.

KFAC is known for its inclusive culture, strong community connection, and commitment to YMCA values—making it a rewarding and engaging place to work.

✨ Purpose of the Role

Provide friendly, responsive customer service to all members and guests—whether face‑to‑face, by phone, or through digital channels. Support centre operations, manage enquiries, process memberships, and uphold KFAC’s commitment to safety and community wellbeing.

🔑 Key Responsibilities

Customer Service Delivery

• Greet and assist all customers entering the centre.
• Respond quickly to enquiries about memberships, programs, timetables, and bookings.
• Process payments via POS (EFTPOS/credit card).
• Manage membership changes (suspensions, cancellations, updates).
• Support tours and membership sales.
• Handle and escalate customer feedback and complaints appropriately.
• Balance tills and complete basic stock control.

Centre Operations

• Maintain a clean, safe, and welcoming reception area.
• Wear correct uniform and present professionally.
• Follow all centre communication, workflows, and clerical tasks.
• Attend and contribute to staff meetings.

Compliance & Risk Management

• Promote safe behaviours and follow WHS procedures.
• Complete incident and hazard reporting correctly.
• Comply with Safeguarding, Critical Incident, and Risk Management policies.
• Identify and escalate child protection or safety concerns.

🧩 What Success Looks Like

• Customers feel welcomed, supported, and valued.
• Enquiries and concerns are handled promptly and respectfully.
• Membership sales and tours are completed with accuracy and professionalism.
• Reception space remains clean, efficient, and safe.
• All compliance and safety duties are completed to YMCA‑standard expectations.

📘 Skills & Experience

• Previous customer service or admin experience.
• Strong communication and interpersonal skills.
• Ability to multitask in a busy environment.
• Good computer skills (Word, Excel).
• Current CPR Certificate & Working with Children Check

Who What Y?

The Y NSW is a profit-for-purpose organisation focused on healthy living, social impact, and empowering young people. We operate over 80 sites across the state employing more than 1,000 staff to deliver enriching community programs

We welcome applications from people of all backgrounds and encourage candidates from diverse communities to apply. YMCA NSW is committed to creating an inclusive workplace where everyone can contribute their unique perspectives and talents.

Commitment to Safeguarding

At the Y, safeguarding is at the heart of everything we do. We are committed to ensuring all children and young people feel safe and are safe—in our programs, in their families, and in their communities.

Our recruitment and screening processes are designed to ensure the right people are in the right roles to protect and empower young people.

https://www.ymcansw.org.au/about-us/safeguarding-children-young-people/