Customer Care Manager – Carlile Swim
📍 Sydney, NSW – Support Office Lane Cove West
🕒 Full Time
💻 Join Australia’s most respected swim school network
Lead a Customer Care Team Supporting Our Families
Carlile Swim is seeking a people-focused Customer Care Manager to lead our Customer Care team based in Sydney. In this role, you’ll oversee the day-to-day operations of a centralised Customer Care team, supporting families across our business through phone, email and online enquiries.
You’ll play a key role in delivering a consistent, high-quality experience, while building a supportive and engaged team.
This is a hands-on leadership role, where you’ll work closely with your team day-to-day and step in to support customer enquiries when needed.
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 Role
Reporting to the National Customer Care Manager, you will lead and support a team of Customer Care Representatives responsible for handling inbound and outbound enquiries from families across our centres.
You will be involved in the day-to-day running of the team, supporting workflows, team performance and service standards, while staying close to the customer experience.
This role is primarily based at our Lane Cove West Support Office, with time spent at our Cromer location each week.
You will also support the onboarding of new centres into the customer care model, helping ensure a smooth and consistent experience as we continue to grow.
Key Responsibilities
Leadership & Team Development
- Lead, coach and support a team of Customer Care Representatives
- Build a positive, high-performing and collaborative team culture
- Support onboarding, training and ongoing development
- Stay connected to the team’s day-to-day work
Customer Experience & Operations
- Oversee daily customer care operations across phone, email and online channels
- Ensure timely, professional and empathetic handling of enquiries and concerns
- Step in to support customer enquiries and escalations when needed
- Support team workflows, rosters and service levels
Performance & Continuous Improvement
- Monitor and report on key service metrics (CSAT, response times, service levels)
- Conduct quality assurance and call reviews to maintain service standards
- Identify trends and implement improvements to processes and workflows
Growth Support
- Assist with onboarding new centres into the customer care model
- Partner with operations teams to ensure alignment and consistency
About You
You are a confident, supportive leader who enjoys working closely with your team and delivering a great experience for customers.
You bring:
- Experience leading a customer care, contact centre or service-based team
- A hands-on approach and willingness to support the team day-to-day
- Strong communication skills with a calm, people-first style
- Experience managing team performance, workflows and service standards
- Strong organisational and problem-solving skills
- A proactive, solutions-focused mindset
- A genuine care for families, children and team culture
Why Join Carlile Swim?
- Lead a growing, centralised customer care function
- Be part of a supportive and collaborative team environment
- Make a meaningful impact on family experience across the business
- Access ongoing development and leadership growth opportunities
At Carlile Swim we lead with PACE. Our people are Passionate, All In, Connected and always Evolving.
Ready to Make an Impact?
If you’re passionate about leading teams and delivering exceptional customer care, we’d love to hear from you. Apply now to join Carlile Swim’s Customer Care team.
Carlile Swim is committed to protecting children and young people from harm. All appointments are subject to appropriate screening and safeguarding requirements.
