Customer Service Manager

Customer Service Manager - Westfield Southland

Join to apply for the Customer Service Manager - Westfield Southland role at Scentre Group (Owner of Westfield destinations in Aus and NZ)

Overview

Everyday our Centre Experience team deliver extraordinary customer service. We welcome hundreds of millions of customer visits each year and our team's focus is creating unique and memorable customer experiences for everyone in our Westfield destinations.

Your opportunity

We are looking for a Customer Services Manager to join our team at Westfield Southland. This is your chance to be part of a dynamic team dedicated to creating meaningful moments and delivering exceptional customer service every day. You'll lead and inspire the Concierge and Car Park teams, ensuring each customer interaction leaves a lasting, positive impression.

About the Role

This full-time, permanent position is based at Westfield Southland. In this role, you will lead and develop teams, manage operations, and drive customer service excellence. If you have a strong background in team leadership and a focus on enhancing customer experiences, this role offers an opportunity to make a meaningful impact.

Responsibilities

• Lead and Develop Teams: Coach and mentor the Concierge, car park and Valet teams to deliver outstanding experiences and drive improvements in NPS.
• Foster a Customer-Centric Culture: Create an environment where customers are at the heart of everything we do, launching new initiatives and building partnerships with stakeholders and the local community.
• Manage Team Performance: Oversee recruitment, onboarding, team performance, succession planning, and ongoing development.
• Ensure Operational Excellence: Manage rostering, budgets, and forecasts to keep operations running smoothly.
• Utilise Insights and Feedback: Analyse customer feedback to identify insights and opportunities for improvement.
• Enhance Experiences: Work with internal and external partners to continually improve the valet experience.
• Champion Our Service Values: Drive the Customer Promise recognition program and uphold our Service Promise.
• Customer Innovation: Drive new ways to continually increase customer experience within our living destination.

What will set you apart

We're looking for a self-motivated, confident, and detail-orientated individual, who loves leading large teams and driving customer innovation.

Qualifications

• Proven experience leading large, customer-facing teams, with a strong ability to inspire, develop, and empower team members
• Strong commercial acumen and a strategic mindset to drive business outcomes
• A track record of leading customer innovation initiatives that improve service delivery and operational performance
• Excellent communication and stakeholder engagement skills, with the ability to influence across all levels
• A proactive, solution-focused approach and the ability to thrive in a fast-paced, evolving environment

About us

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that 'Everyone Belongs'. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage.

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Management, and Other

Industries

• Real Estate and Retail

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