Member Services Officer (MSO)

Gymnastics Australia

Gymnastics Australia (GA) and our State and Territory Member Associations offer fulfilling career opportunities. We provide services to clubs coaches officials gymnasts and gymnastics fans. Our team is comprised of gymnastics experts sport management and business leaders. We are building a team of professionals aligned to our values of collaboration excellence and respect who can help us to deliver our vision of an inspiring gymnastics experience for every Australian.

Member Services Officer

The Member Services Officer (MSO) is responsible for delivering exceptional front line customer service to the gymnastics community through timely and effective communication. Providing friendly and engaging customer service and administrative assistance the Member Services Officer provides support to all teams within Gymnastics Australia and therefore adopting a flexible approach to customer service is paramount. The Member Services Officer will develop an understanding of the functions of all areas of the organisation in support of exceptional customer experiences for our community.

This role is an integral part of the Membership Services team.

Membership Services Team

The Membership Services Team provides exceptional customer service to the Gymnastics Community national and state staff and ensures that the products and services offered by Gymnastics Australia positively contribute to the growth of gymnastics in Australia. The team support coach and judge learning and development working in close collaboration with the State and Territory Association (STA) colleagues.

The team is dedicated to the growth and development of every Gymsport working in partnership with our National Gymsport Commissions and ensuring that organisational resources are focused on what matters most.

Values Alignment for all Gymnastics Australia Staff

Collaboration

• Set our team and organisation up for success be helpful share information
• Actively seek opportunities to work together with staff stakeholders and members
• Listen generously share what you have heard and learned from others

Excellence

• Seek feedback and data to continually improve what we do and how we do it
• Invest time and energy into your own learning and development reflect and be open to feedback
• Focus on your key performance indicators stick to our strategy

Respect

• Prioritise the safeguarding of children and young people and protect the integrity of gymnastics
• Provide outstanding customer service design and deliver exceptional customer experiences
• Build meaningful relationships with your colleagues our members and stakeholders

Key Performance Indicators

Every member of the Gymnastics Australia team contributes to the delivery of our national Key Performance Indicators (KPI). The Member Services Officer contributes specifically to the following INSPIRE 2032 Strategic Plan KPI:

• We are achieving a 30 Net Promoter Score from our clubs and members.

Key Responsibilities

Leadership

• Work effectively with the Membership Service Team GA and STA Staff to delivery exceptional customer service in pursuit of our Strategic Priorities.
• Contribute in a proactive and emotionally intelligent manner to Membership Services Team to operate the frontline communication for all member related enquiries
• Role model organisational values within Gymnastics Australia and across the broader gymnastics ecosystem
• Provide reliable and consistent operational leadership in exceptional customer service contributing to the conditions for people to achieve success and perform to an excellent standard

Strategic

• Bring an inspiring gymnastics experience for every Australian unlocked through the core values of collaboration excellence and respect
• Deliver a highlevel of member satisfaction for all enquiries and cases
• Contribute to the innovation and evolution of our digital platforms that best positions the organisation to service State and Territory Associations and the gymnastics community through open and frequent sharing of customer challenges feedback and associated trends
• Contribute to the continued improvement of customer feedback mechanisms
• Stakeholder Engagement and Relationships
• Provide phone and email support to the gymnastics community and GA and STA staff
• Continually build enhanced value for the gymnastics community by engaging with State and Territory Associations National Gymsport Commissions Technical Members Clubs Athletes and Subject Matter Experts in the delivery of exceptional customer service.
• Build and maintain strong working relationships internally within Gymnastics Australia learn and promote the services of every team
• Work in close and effective partnership with STA staff and Subject Matter Experts as required learn and promote their services and teams to provide a seamless transition of members and customer case management across any organisation
• Deliver exceptional internal customer service for national and state staff contributing to improved service to members
• Contribute to discussions with relevant internal teams to ensure that any services delivered to the gymnastics community are adequately designed and promoted

Operational and Administrative

• Provide phone email and other communication first line support to our members using scripts and training materials
• Provide endtoend case management for all customer enquiries
• Adhere to and improve upon call analytics including averagespeedofanswer (ASA) averagehandletime (AHT) firstcallresolution (FCR) Customer satisfaction ranking Netpromoterscore (NPS)
• Contribute to an exceptional customer experience including improved responsiveness
• Adopt a teamoriented customer service approach
• Perform simple system administration tasks and escalate complex tasks as required
• Maintain integrity of the data and records accessed to assist members with enquiries
• Annotate record and report as required on efficiency of process customer satisfaction and other KPIs as communicated
• Champion the use of GAs Platforms to optimise reporting capabilities

Membership Services Team Profile

Primary Customers

• Technical Members (Judges & Coaches)
• State and Territory Association Staff
• Affiliated Clubs

Primary Stakeholders

• Subject Matter Experts
• Internal GA Staff
• STA Staff

Staff

• Education Learning and Development
• Sport Growth and Development
• School Development
• Club and Member Services
• National Gymsport Commissions

Core Services

• Member Engagement and Communication
• Education Learning and Development
• Sport Growth and Development
• Gymsport Management

Budget and Resources

This role has no direct budget responsibilities

Values alignment skills qualifications and experience

We need you and your values to align to the purpose of our organisation and the work we do. In addition the following essential and preferred skills qualifications and experiences are necessary for the role.

Essential

• Qualifications in a relevant discipline or equivalent Customer Service industry experience
• Demonstrated experience in call centre customer care record keeping
• A track record of working with others to ensure alignment on priorities and planning as part of daytoday operations.
• Ability to work with other team members and key stakeholders and focus on delivery and outcomes
• Outstanding customer service interpersonal and communication skills
• High degree of computer literacy and digital systems proficiency
• Valid and current Working with Children Check and Police Check

Preferred

• Tertiary qualifications in education business sports management or related field
• Working knowledge of the Australian sport system

Skills

• Excellent verbal and written communication
• Exemplary customer service experience
• Proficiency in accurate data entry with solid attention to detail
• Excellent computer skills including experience with databases and online management or membership systems
• Exceptional time management skills
• Ability to work with minimal supervision
• Familiarity with MS Office including intermediate skills in Excel/Outlook
• Knowledge of online learning management systems or ability to learn quickly given previous computerbased experience
• Knowledge and understanding of online delivery mechanisms including Zoom Webinar
• Knowledge of database software

Commitment to Safeguarding Children and Young People

Gymnastics Australia is committed to protecting children and young people from harm. All employees are required to meet the behaviour standards outlined in our Member Protection and Safeguarding Children and Young People Policies.

As part of your role you may be required to work with children and young people and make important decisions that affect them. It is your obligation to always ensure their safety and report any concerns that you have in line with our commitment to the National Integrity Framework. You will be required to regularly provide the necessary working with children and police records.

Gymnastics Australia requires applicants that will work with children or young people to undergo a screening process prior to appointment. This may include interviews and reference checks. Please note that referees should;

• Be able to provide information about the applicants suitability to work with children and young people
• Have known the applicant for at least 12 months and not be related to the applicant
• Be able to vouch for the applicants reputation and character

Gymnastics Australia has zero tolerance when it comes to abuse of any kind and will take disciplinary action including and up to termination of employment should we determine that abuse has taken place or there has been a failure to report any suspected or alleged abuse in line with the National Integrity Framework.

Occupational Safety and Health

All staff must comply with requirements of the Occupational Safety and Health Act (1984) and all reasonable directives given in relation to health and safety at work to ensure compliance with Gymnastics Australia and Legislative health and safety requirements.

Ethics Equity and Social Justice

All staff are responsible for informing themselves of their obligations and responsibilities in relation to ethics equity and social justice. In particular staff must demonstrate at all times appropriate and professional workplace behaviours in accordance with Gymnastics Australias Values and Code of Conduct.

Working Days and Hours

This is a casual position. The hours will initially be high and may be adjusted at Gymnastics Australias discretion on an as needs basis. You should expect to receive a fortnightly roster of your anticipated workdays subject to change.

The Gymnastics Australia office is located in Albert Park Melbourne and this role is required to be onsite for all shifts.

Gymnastics Australia generally operates during business hours however evening and weekend work is often required to accommodate the delivery of our sport provide services to our members and to support the activities of our Board.

Gymnastics Australia offers a positive and dynamic working environment with a strong commitment to staff learning and development. There may be opportunity for growth in the role and career progression into other roles into the future.

Application Process

If you have the energy enthusiasm and skills for this job we would love to hear from you. To apply please submit a brief cover letter and resume outlining your relevant skills and experiences to

To initiate a confidential discussion prior to applying please call Jade Peace General Manager Corporate Services on.

More About Gymnastics Australia

Our Vision

An inspiring gymnastics experience for every Australian

Our Mission

Gymnastics Australia grows the gymnastics community by fostering wellbeing and excellence in everything we do.

About Us

We are the peak governing body for gymnastics in Australia established in 1949. We are a memberbased organisation with a Federated operating model supported by our State and Territory Associations. We are a notforprofit Australian Public Company governed by a Board of Directors and led by our CEO.

We are the official federation for gymnastics in Australia recognised by the Federation International Gymnastics (FIG) and the National Sporting Organisation (NSO) for gymnastics recognised by the Australian Sports Commission (ASC). Gymnastics Australia is a Member Federation of the Oceania Gymnastics Union (OGU).

Our team comprises gymnastics experts sport management and business leaders. Our office is located in the thriving sports precinct at Albert Park in Melbourne and we have National Training Centres at the Australian Institute of Sport in Canberra and in Brisbane. We have staff based in most Australian capital cities and our operations span across Australia and the world with the Australian team touring and competing overseas on a regular basis.

We provide membership services to gymnasts coaches clubs officials and gymnastics fans. Gymnastics in Australia includes the disciplines of Acrobatics Aerobics Gymnastics For All KinderGym Parkour Mens Artistic Rhythmic Trampoline and Womens Artistic. Each discipline is governed and supported by a National Commission comprised of voluntary technical experts and community leaders.

We provide national frameworks participation and competition pathways for each gymnastics discipline. We deliver national and international events. We facilitate high performance pathways and support Australian gymnasts to compete at international benchmark events including World Cups World Championships the Commonwealth Games and the Olympic Games.

We support a national gymnastics workforce of more than 7000 accredited coaches and judges club owners administrators and volunteers. Our coach and judge members gain access to a national education framework with training and professional development opportunities for every stage of their career pathway.

Our 500 member club network is made up of professional small businesses communitybased organisations schools and notforprofit leisure clubs. Our member clubs offer participation opportunities to people of all ages and abilities from preschool to adult. Most gymnastics participants are recreational attending a gymnastics class at their local club once or twice a week. Competitive gymnasts train between three and six days a week committing to an annual competition season and progressing through a national or international levels pathway.

Gymnastics is recognised as an inclusive and welcoming sport attracting and retaining a high number of female participants and sport leaders. A significant number of Gymnastics Australia member clubs offer programs for diverse communities and people living with disability. More than 800000 Australians engage in gymnastics activities every year.

Gymnastics Australia is the peak body for gymnastics in Australia incorporating Gymnastics for All Mens and Womens Artistic Gymnastics Rhythmic Gymnastics Aerobic Gymnastics Trampoline Gymnastics Acrobatic Gymnastics and Parkour.

Established in 1949 Gymnastics Australias vision is Every Australian life is enriched by gymnastics and our purpose is to Foster a fun safe and welcoming environment of movement where everyone is empowered to achieve their personal goals.

Commitment to Child Safety

Gymnastics Australia is committed to protecting children and young people from harm and as an employee you will be required to meet the behaviour standards outlined in our Member Protection and Child Safe Policies.

You will receive a copy of these documents as part of your onboarding process. You can also access a copy of these Policies via the Gymnastics Australia website.