Service Desk Supervisor

Monash•Clayton, NC

6d•Hybrid

About The Position

The Service Desk Supervisor oversees daily operations of the Monash Sport Service Desks, ensuring professionalism, strong organisation and efficient service delivery. This role is integral to providing exceptional customer service across Monash Sport programs and services at Clayton Campus, supporting a positive experience for students, staff and the wider community. This position will be responsible for overseeing Service Desk operations and ensuring customers receive prompt, accurate and friendly support across a wide range of services including membership sales and renewals, POS transactions, facility enquiries, casual court bookings and learn to swim enrolments. You will coordinate daily administrative processes such as data entry, reporting, banking, roster management and shift allocation, while also supervising and supporting a team of casual Customer Service Officers. A key part of the role involves maintaining strong communication channels with Monash Sport staff and wider university stakeholders to support seamless service delivery. You will also contribute to the upkeep of facilities through stock control and merchandising activities, and work with the Service Desk & Membership Coordinator to improve customer service initiatives, promotional activity and program visibility.

Requirements

Qualification in Sport Administration/Management or equivalent experience gained in a busy sport or leisure environment.
Strong customer service experience in high-volume settings.
Ability to stay accurate and solution-focused under pressure.
Clear and professional communication with a diverse range of people.
Confidence in supporting, guiding and supervising team members.
Highly organised and detail-focused.
Ability to effectively manage competing priorities while maintaining smooth day-to-day operations.
Sound judgement.
Strong computer literacy, including Microsoft Office and database systems.

Responsibilities

Oversees daily operations of the Monash Sport Service Desks.
Ensures professionalism, strong organisation and efficient service delivery.
Provides exceptional customer service across Monash Sport programs and services.
Oversees Service Desk operations and ensures customers receive prompt, accurate and friendly support.
Coordinates daily administrative processes such as data entry, reporting, banking, roster management and shift allocation.
Supervises and supports a team of casual Customer Service Officers.
Maintains strong communication channels with Monash Sport staff and wider university stakeholders.
Contributes to the upkeep of facilities through stock control and merchandising activities.
Works with the Service Desk & Membership Coordinator to improve customer service initiatives, promotional activity and program visibility.