Margaret (Marg) Spowart

• Management of expanded portfolio of 27 community venues, pavilions, and family and child hubs serving approximately 500 regular hire groups and organisations.
• Developed and implemented venue policies for subsidised use, community hire, and commercial activity to enhance accessibility and engagement.
• Reviewed data analysis to inform strategic decisions, identify new opportunities, and enhance venue utilisation.
• Facilitated discussions with community groups to strengthen engagement and support services for vulnerable groups, improving service access.
• Support, mentor and coach team members to build capability, customer service, and operational consistency across venues.
• Evaluated potential opportunities for expanding facility usage and community engagement. for additional facility activation.
• Monitored current and future capital works needs within budget limits.
• Review procedures and updated work processes for improved service delivery.
• Monitored staff performance and address identified issues.
• Develop and implement strategies to increase customer satisfaction and loyalty.

Customer Experience.

• Implementing innovative customer service strategy.
• Leading CX team to deliver quality service and meet or exceed KPI's.
• Built positive relationships with key internal and external stakeholders to understand needs and enhance service consistency across organisation.
• Developed organisation-wide training program to standardize service delivery and elevate customer experience.
• Delivering digital transformation initiatives that support and enhance personalised service delivery.
• Managing council after-hours service with internal stakeholders and external provider to provide accurate and prompt support.
• Coordinating formal complaints handling and response preparation.

• Managed operations of Monash Halls community facilities.

Managing suite of 20 community facilities across municipality.

• Assessing facilities and reviewing future capital works requirements.
• Leading development, mentoring, and coaching of team members to strengthen capability, customer service delivery, and operational consistency across suite.
• Analyzed customer data and insights to inform strategic decisions and identify opportunities for improved utilisation.
• Reviewing and supporting activation of new opportunities for additional community hire facilities, including galleries, family hubs, activities centres, and open space portfolios where appropriate.
• Supporting language aide program delivery for diverse local communities.

• Coordinated customer-focused programs, enhancing overall service experience.

• Maintained timely service delivery within set KPI targets.

• Supported efficient face-to-face service delivery across service centres.

• Managed complaints and supported dispute resolution processes.

• Delivered training and development support for team members, fostering skill growth in customer service and Monash Halls.

• Enhanced communication and engagement with community groups and internal stakeholders, strengthening collaboration.

• Created service practices that encouraged innovation and practical solutions.

• Prepared management reports with accurate data to support fast response times.

• Coordinated annual budget administration and related management tasks.

• Reviewed hall procedures to improve patronage and accessibility.

• Supported development and rollout of new halls booking and financial system.

• Successful completion of new halls booking and financial system installation.