Customer Experience Manager – Carlile Swim
📍 Carseldine, QLD
🕒 Full Time or Part Time Options
💧 Join Australia’s most respected swim school network
Help Launch a New Swim Centre 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 northern 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, you will work alongside the Swim School Manager and Program Manager to 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 centre, 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 service delivery across the centre 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 strong systems and processes from the outset.
Key Responsibilities
- Recruit, train, and mentor Customer Experience (CX) team members and Pool Deck Supervisors, ensuring professional growth and adherence to high standards
- Conduct performance reviews and address performance matters constructively
- Manage CX rosters and staffing to ensure operational efficiency
- Work actively on-shift in centre roles (as per guidelines set by Area Leads) to lead by example and identify opportunities for improvement
- Monitor customer service standards and provide feedback aligned to company expectations and organisational goals.
- 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
- 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
Carlile Swim is committed to protecting children and young people from harm. All appointments are subject to appropriate screening and safeguarding requirements.
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 Carseldine opening team.
