Taya Downing named 2026 Customer Service Officer of the Year

The people behind the front counter can set the tone for an entire facility, and Taya Downing from Riverton and Cannington Leisureplex, City of Canning, has been recognised as one of the very best.

Taya was named Customer Service Officer of the Year at the 2026 WA Aquatic & Recreation Industry Awards, presented by LIWA Aquatics. Introduced for the first time in 2026, the award recognises frontline staff who go above and beyond to create welcoming experiences for their members and communities.

Across Riverton and Cannington Leisureplex, Taya has built a reputation for being a calm, knowledgeable and trusted first point of contact. Whether the front desk is busy or an enquiry is particularly complex, she brings the same patient and solutions-focused approach.

One example highlighted in Taya's nomination involved helping a patron with limited English enrol their child in swimming lessons. Taya used the patron's phone so instructions appeared in their preferred language, followed the process simultaneously on the centre's system and used translation tools where needed. It's a simple example of what great customer service can look like: finding a way to make the system work for the person, rather than expecting the person to work around the system.

That approach is producing results. Taya is estimated to resolve around 90 per cent of front desk enquiries without escalation, helping customers get answers sooner while reducing pressure on senior staff. She has also received five Values in Action nominations within six months and was named the City's January Values in Action Award winner.

Her impact extends well beyond customers. During six years with the Customer Experience team, Taya has mentored more than 20 staff, including at least 10 new starters in the past year alone. She is regularly paired with new employees and continues supporting them after their initial training, helping build confidence and consistency across the team.

Taya's experience also stretches across the Leisureplex operation. Alongside customer service, she has worked as a Swimming Teacher, Senior Teacher and Swim School Programs Officer, while also stepping into higher-responsibility positions including Customer Experience Supervisor and Leisure Finance Officer.

It is this combination of customer care, initiative, versatility and willingness to support others that saw Taya stand out among a strong field of nominees.

LIWA Aquatics congratulates Taya Downing on being named the 2026 Customer Service Officer of the Year and on the positive contribution she continues to make to the City of Canning and its community.

The 2026 WA Aquatic & Recreation Industry Awards were proudly supported by Platinum Sponsor Jonas