Guest Experience Representative

3 weeks ago

Melbourne, Victoria, Australia Vicinity Centres Full time
We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia.

We're evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently.

We are Vicinity.

Role purpose

Step into a frontline role where your confidence, problem-solving skills, and people-first mindset make a real impact. As a Guest Experience Representative, you'll be the go-to expert for customer enquiries, a trusted liaison between guests and centre operations, and a key contributor to the energy and professionalism of Emporium.

Preference for availability on the weekends, afternoon/late shifts and during our bustling November/December period.

What You'll Be Doing

Be the Face of Service Excellence
  • Deliver standout service across all channels—face-to-face, phone, and email.
  • Own the customer experience from start to finish, resolving issues with confidence and care.
  • Keep the service desk sharp, safe, and always ready to impress.
  • Be a key liaison with our retailers in the centre

Build Strong Retailer & Team Connections
  • Support strategic goals that drive growth in customer experience and retailer performance.
  • Be the first point of contact for operational issues—solve problems fast and escalate when needed.
  • Maintain strong relationships with retailers and internal teams to keep the centre running smoothly.

Keep Operations Running Smoothly
  • Follow safety protocols and support emergency procedures with precision.
  • Assist with contractor management, permits, keys, and general enquiries.
  • Provide ad-hoc admin support to the centre team—stay organised and proactive.

Report What Matters
  • Track and report customer enquiries, complaints, and retailer requests.
  • Share insights with the centre management team to improve future experiences.

What You Bring

Your Experience
  • Proven success in customer-facing roles where communication and multitasking are key.
  • Confident using tech—Microsoft Office, iPhone, POS, CRM systems.
  • Comfortable approaching people and handling a wide range of enquiries.

Your Strengths
  • Strong communicator with a proactive mindset.
  • Problem-solver who thrives in fast-paced environments.
  • Organised, efficient, and always ready to take initiative.
  • Team player with a can-do attitude and a focus on results.

Why You'll Love It
  • Be part of a high-performing team where your impact is visible and valued.
  • Work in a premium environment at Emporium
  • Grow your skills in customer service, operations, and stakeholder engagement.
  • Make every interaction count—you're not just helping guests, you're shaping their experience.

Ready to take ownership of the guest experience? Apply now and bring your energy to Emporium

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team.

Role

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email: talent.acquisition@vicinity.com.au

Phone: +61 3 7001 4000 (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.
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