Job Description
Customer Care Manager – Carlile Swim
Sydney, NSW – Support Office Lane Cove West
Full Time
Join Australia’s most respected swim school network
Lead the Customer Care Experience Behind Great Swim Schools
Carlile Swim is seeking an experienced and people-focused CustomerCare Manager to lead our Customer Care team based in our Sydney.
In this role, you will 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 ensuring every interaction is delivered with care, clarity and efficiency, while building a high-performing and supportive team.
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 manage daily workflows, team performance and service standards, ensuring a consistent, high-quality experience across all contact channels.
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 team culture focused on growth and collaboration
Support onboarding, training and ongoing development of team members
Monitor team engagement and retention
Customer Experience & Operations
Oversee daily customer care operations across phone, email and online channels
Ensure timely, professional and empathetic handling of enquiries and concerns
Manage team workflows, rosters and service levels
Support consistent delivery of a high-quality experience across all centres
Performance & Continuous Improvement
Monitor and report on key service metrics (CSAT, response times, service levels)
Identify trends and implement improvements to processes and workflows
Conduct quality assurance and call reviews to maintain service standards
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 and supportive leader who enjoys developing teams and delivering exceptional customer experiences.
You bring:
Experience leading a customer care, contact centre or service team
Strong communication skills with a calm, people-first approach
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 P*assionate, All In, Connected and always E*volving.
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.
Company Overview
Carlile Swim is a nationally recognised swim school network with more than 150 years of combined experience and over 30 locations across Australia. Now united under one brand, we are committed to leading the industry and enriching the communities we serve through exceptional swim education and water safety.
Work Location: In person
Sydney, NSW – Support Office Lane Cove West
Full Time
Join Australia’s most respected swim school network
Lead the Customer Care Experience Behind Great Swim Schools
Carlile Swim is seeking an experienced and people-focused CustomerCare Manager to lead our Customer Care team based in our Sydney.
In this role, you will 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 ensuring every interaction is delivered with care, clarity and efficiency, while building a high-performing and supportive team.
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 manage daily workflows, team performance and service standards, ensuring a consistent, high-quality experience across all contact channels.
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 team culture focused on growth and collaboration
Support onboarding, training and ongoing development of team members
Monitor team engagement and retention
Customer Experience & Operations
Oversee daily customer care operations across phone, email and online channels
Ensure timely, professional and empathetic handling of enquiries and concerns
Manage team workflows, rosters and service levels
Support consistent delivery of a high-quality experience across all centres
Performance & Continuous Improvement
Monitor and report on key service metrics (CSAT, response times, service levels)
Identify trends and implement improvements to processes and workflows
Conduct quality assurance and call reviews to maintain service standards
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 and supportive leader who enjoys developing teams and delivering exceptional customer experiences.
You bring:
Experience leading a customer care, contact centre or service team
Strong communication skills with a calm, people-first approach
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 P*assionate, All In, Connected and always E*volving.
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.
Company Overview
Carlile Swim is a nationally recognised swim school network with more than 150 years of combined experience and over 30 locations across Australia. Now united under one brand, we are committed to leading the industry and enriching the communities we serve through exceptional swim education and water safety.
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Customer Care Manager Sydney - Carlile Swim position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
