Membership Services Officer

Sits within the Membership and Customer Excellence (MCE) Division, which is responsible for delivering world-class experiences and deepening engagement across all customer segments. The Division oversees the operations of clubhouses, racecourses and Off-Course Betting Branches, leads the customer experience strategy across digital and physical touchpoints, and manages data strategy and governance to build a unified view of customers. The position provides workforce management and administrative support to supervisors to ensure smooth operations, and works closely with management and staff across the Division.

• Assist supervisors in providing effective workforce management services to ensure smooth operations.
• Support the management of staff-related matters, including recruitment, training and performance evaluations.
• Assist in creating, maintaining and managing staff rosters to meet operational requirements.
• Handle inquiries related to work schedules, salary information and policies for part-time staff.
• Provide governance and quality assurance support for workforce administration leave applications and usage of the Employee Self Service (ESS) system.
• Compile and prepare management statistics and operational reports for workforce analysis.
• Ensure compliance with relevant policies and procedures, including safety and legal requirements.
• Support event day operations and activities, such as check-in counter support and other assigned responsibilities.
• Support communication activities to strengthen relationships between management and staff and foster a collaborative environment.
• Conduct general administrative tasks, support various ad hoc projects as assigned, and undertake other duties as assigned by the Line Manager.

• Tertiary education or above.
• Minimum of 1 year relevant experience in a customer service environment.

• Degree in a relevant field such as Human Resources, Hospitality or Business Administration.
• Call centre experience.
• Administrative experience.
• Proficiency in MS Office applications, particularly Word and Excel.
• Understanding of the latest digital trends in the market (e.g. AI, gamification, social connectivity) with solid hands-on experience.

• Competitive salary and benefits package.
• Dynamic working environment.
• Development opportunities.