Customer Care Manager

1 week ago

Sydney, New South Wales, Australia Scentre Group Full time

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world's leading retail and luxury brands to create a unique shopping and leisure experience for our customers.

A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to 'create extraordinary places, connecting and enriching communities.'

Your opportunity


The Customer Care Centre (CCC) Manager is responsible for managing the overall performance, operations, and commercials of our Customer Care Centre, leading and supporting our people to deliver on our customer service promise.


You will have overall accountability to

  • Lead and manage a team of customer care supervisors and specialists, fostering a positive and highperformance work environment
  • Oversee the daytoday operations of the customer care centre, ensuring efficient workflows and adherence to established business KPI's and SLAs
  • Identify areas for process improvement and implement innovative solutions to enhance operational efficiency;
  • Motivate, coach and mentor team, to ensure excellence and effectiveness in their roles;
  • Maintaining and ensuring the business operations risks are minimised i.e. BCP, Staffing fluctuations and regularly testing BCP operations
  • Engage regularly with centre teams and new partners to build and sustain collaborative working relationships, and also creating an opportunity for teams to provide feedback;
  • Provide and review accurate reporting on operations;

What will set you
apart from the rest?
You will have experience in customer service call centre environment in a leadership role and an analytical mindset in addition to the following experience will set you up for success,

  • Experience in contact centre or shopping centre environment.
  • Ability to problem solve on the fly to quickly resolve customer escalations.
  • Ability to motivate a team to provide consistently great results in difficult circumstances.
  • Ability to provide critical performance feedback to staff.
  • Operationally and customer service focused background.
  • Strong organisational and technical skills.

What sets us
apart from the rest?

  • A collaborative culture
  • Diverse career paths across our vertically integrated business
  • Ability to innovate in a company that not only encourages it but will facilitate it
  • Competitive benefits including 18 weeks parental leave, volunteer days to work with our charity partners, health and wellbeing discounts and the ability to purchase extra annual leave
Our diverse and inclusive workforce is not only something we're proud of, but something we're committed to. We encourage and support our people to bring their 'whole selves' to work every day.

This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve.

Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.

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