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Customer Service Manager
3 months ago
- Join an awardwinning team of dedicated professionals
- Work with an employer of choice
At MCEC we do things a little differently. We bring fresh ideas and imagination to every event. We happily turn concepts on their head to make each experience momentous.
We welcome events of all shapes and sizes, from meetings and conferences to exhibitions, concerts, and galas, whether in-person, virtual or hybrid.
About the role
We're seeking a passionate Customer Service Manager who will be responsible for optimising the customer experience through the delivery of seamless and exceptional service whilst focusing on people's capability and inspiring high performance.
You will
- Oversee the management of the customer service team to ensure the highest level of service to MCEC's direct customers, their event attendees, contractors, and internal stakeholders.
- Provide direction and leadership to the Customer Service team to ensure a high level of knowledge, skill, and service offering.
- Perform P&L management in accordance with MCEC financial protocols and available budget.
- Act as an escalation point for the Customer Service team for both internal and external issues.
- Champion a continuous improvement mindset and drive initiatives that improve the customer service offering.
- Hold a sound understanding of the tourism and events industry trends and maintain direct communication with external tourism organisations.
- Utilise and develop existing systems to monitor compliance and ensure MCEC operating protocols and legislative requirements are followed.
- Liaise with internal departments to ensure all events have been adequately resourced and always supported.
- Work with the Operations Management Team to support operational coverage within the MCEC.
- Inspire action through building organisational capability in relation to business strategy, communications, and branding.
- Shape the future by setting a strategic direction that can respond to change and ambiguity and foster a culture of innovation.
About you
- Be available to work across 7 days on a rotating roster (this may include weekends or after hours)
- Significant experience leading large customer service teams in complex and fastpaced environments.
- Strong communication and interpersonal skills to enable professional interaction with a range of people.
- Excellent organisational and time management skills with the ability to prioritise workloads and achieve objectives within tight time frames and within budgetary limits.
- Ability to develop and implement policies and procedures that focus the team on meeting or exceeding customer expectations.
- Experience at a senior level for overseeing rostering and managing a workforce, including responsibility for the organisation of tasks, and delegation of duties.
- Strong grasp of essential customer service attributes and skills.
- Demonstrated ability to develop highperforming customer service teams.
- Ability to identify employee skills gaps and develop training plans to uplift capability.
Desirable
- Experience with Momentus/EBMS or other Event / Hotel Management based software.
- Experience with financial Management processes, i
e:
budgeting, profit, and loss statements.
Working at MCEC
At MCEC, our people are at the heart of who we are and what we do. We create remarkable experiences because we have remarkable individuals and teams.
Our employees are amongst the best in the industry to work with and learn from. We empower them to try new things and stretch their limits, and ours too.
We are diverse, inclusive, and collaborative. We celebrate individuality and embrace all our employees as part of the MCEC team.
Working in a Melbourne icon isn't the only benefit.
We offer 14 weeks of paid parental leave; flexible work options; purchased leave; employee discounts at onsite restaurants, cafes and parking; career progression opportunities and employee wellbeing initiatives.
Acknowledgement of Country
Melbourne Convention and Exhibition Centre (MCEC) acknowledges the Traditional Owners of Narrm, the Wurundjeri Woi Wurrung people of the Kulin Nation.
