Swim School Customer Experience Manager - Holland Park QLD

Customer Experience Manager – Carlile Swim

📍Holland Park, QLD

🕒Full Time or Part Time Options

💧Join Australia’s most respected swim school network

Help Launch a New Swim School for Carlile Swim

This is a rare opportunity to take the next step in your leadership career and be part of the opening team for a brand-new, purpose-built swim school in Brisbane’s inner suburbs, backed by Australia’s leading swim school group, Carlile Swim.

About Carlile Swim

Carlile Swim has been a world leader in aquatic education for almost 80 years. Founded by swimming pioneers Forbes and Ursula Carlile, the organisation has shaped generations of swimmers through industry-leading programs, innovation, and a deep commitment to safety and care.

Carlile Swim pioneered Australia’s first commercial swim school, built the first indoor teaching pool for toddlers, and led the way in teaching babies to swim.

With the recent rebranding of Brisbane-based Aquatic Achievers and the inclusion of Perth’s leading swim school, Kirby Swim, Carlile Swim now delivers more than two and a half million lessons across Australia each year.

As we continue to grow, hiring the right people and supporting them with the right tools and training remains central to our success.

The Opportunity

With the support of the Carlile Swim Support Office and the guidance of the Swim School Manager, you will help launch, build, and lead a high-performing team from day one.

You will play a pivotal role in shaping the customer journey and setting the service standards for a brand-new school, ensuring every family experiences the care, professionalism, and efficiency Carlile Swim is known for.

The Role & You

You are a dynamic, people-focused leader with a genuine passion for customer experience and operational excellence.

Reporting directly to the Swim School Manager, you will oversee customer experience delivery across the school and work closely with the Program Manager to ensure seamless operations and a unified leadership approach.

This is a hands-on leadership role where you will lead the Customer Experience team, support Pool Deck Supervisors, manage administration, and help establish a strong customer-focused culture from the outset.

What Carlile Expects from You

• A strong sense of purpose – understanding that what you do truly matters
• A commitment to creating value for families who trust Carlile with their children
• A leadership style that is caring, supportive, and inclusive
• A collaborative mindset – you’re a team player who values shared success
• Respect and integrity in everything you do, with child safety at the centre of decisions
• A willingness to innovate and embrace new ideas as we continue to evolve

Key Responsibilities

• Recruit, train, and mentor Customer Experience team members and Pool Deck Supervisors, ensuring professional growth and adherence to high standards
• Conduct performance reviews and address performance matters constructively
• Manage team rosters and staffing to ensure operational efficiency
• Work actively in the program, leading by example and identifying opportunities for improvement. This can include customer experience shifts, deck supervisor shifts, and teaching shifts
• Monitor customer service standards and provide feedback aligned to company expectations and organisational goals. Lead regular training to ensure our families receive exceptional customer experience
• Complete daily, weekly, and monthly administration tasks including reconciliation, banking, stock ordering, and stocktakes
• Oversee all incoming communications to support bookings and respond to enquiries promptly
• Partner with the Swim School Manager to optimise processes, improve booking efficiency, and resolve operational challenges
• Foster a safe, inclusive, and supportive culture
• Ensure compliance with WHS, child protection, and safety standards

Skills & Qualifications

Education:

• Swim Teacher qualification (or willingness to obtain)
• Current CPR and First Aid Certificate
• Working With Children Check

Experience:

• Proven experience leading customer experience or front-of-house teams
• Experience with rostering, performance management, and workplace administration
• Strong operational capability and attention to detail

Technical Skills:

• Confidence using booking, scheduling, and operational systems

Soft Skills:

• Strong communication, leadership, and mentoring skills
• Sound knowledge of safeguarding children and WHS standards

Our Values – At Carlile Swim, we lead with PACE

Passionate. All In. Connected. Evolving.

Our values guide how we lead, how we work together, and how we care for children and families every day.

Why Join Us?

• Be part of the founding leadership team for a brand-new centre
• Join a legacy of swim education excellence with over 150 years of combined expertise
• Make a meaningful impact in your local community
• Access ongoing professional development and career progression
• Work within a supportive and collaborative leadership team

Ready to Make a Splash?

If you’re excited by the opportunity to help launch something special and lead an exceptional customer experience team, apply now to join the Holland Park opening team.

Carlile Swim is committed to protecting children and young people from harm. All appointments are subject to appropriate screening and safeguarding requirements.