The West Coast Eagles is a dynamic organisation that prides itself on its five core values of passion, team, respect, professionalism and leadership.

This role provides an exciting opportunity for a highly motivated individual with excellent communication skills to provide a high quality level of customer service to our members and fans.  Reporting to the Membership Manager, the chosen individual will work as a team leader in our Membership Services Centre (MSC) in the roll out of our annual renewal campaign, and will utilise their initiative and strong conflict resolution skills in resolving member and fan queries and complaints in an efficient and diplomatic manner, to ensure the industry-leading member retention and satisfaction levels of the club are maintained.

The key areas of this role will be split between customer service, member satisfaction and fan engagement initiatives, and include the following key responsibilities:

  • Provide key front-line staff coordination of all MSC staff for annual renewal campaign and for escalation of member issues and complaints

  • Provide support to the Membership Manager for database issues and resolution, liaising with AFL Shared Services and working with the Ticketmaster Archtics platform

  • Enhance member satisfaction levels by developing initiatives as a result of the annual Membership Satisfaction Survey outcomes, and ensure a consistent feedback loop in maintained by communicating these initiatives back to members

  • Ensure a proactive approach is taken to engaging with non-members to sell supporter memberships

  • Assist with member engagement initiatives at all home matches and member events

The successful candidate will have ideally have previous experience in a customer service team leader role and have been involved in the development of member loyalty and recognition initiatives. The successful candidate will also demonstrate a strong understanding of the facets of high quality customer service delivery. Knowledge and understanding of the AFL is preferable but not essential.

Please apply online  (including a covering letter to Melissa Burrows - HR Manager) on www.seek.com.au. Applications close April 27, 2012. This is a readvertised position, previous applicants need not apply.