Customer Services Manager

Job no: 498587

Work type: Permanent Full Time

Location: Sydney

Categories: Customer Service

Your opportunity

We’re excited to share an outstanding opportunity for a Customer Services Manager to join the Centre Management team at Westfield Warringah. This is a pivotal role where you will lead and shape the largest team across Concierge, Car Park, and Valet. As the face of our centre, you’ll set the standard for customer experience, ensuring services are delivered seamlessly, professionally, and with a genuine sense of welcome. This role, you’ll be the custodian of our Customer Strategy, driving initiatives that grow, build, and enhance our customer experience every single day.

Day‑to‑day you will be responsible for:

- Leading, coaching, and developing the Concierge, Car Park, and Valet teams.
- Acting as custodian of the Customer Advocacy Plan, driving initiatives to build and grow NPS and overall satisfaction.
- Managing rosters, wages, and budgets, ensuring resources are effectively allocated and aligned with business needs.
- Setting and maintaining high standards across all front‑of‑house services to create seamless and memorable experiences.
- Being empowered to resolve customer issues on the spot, making proactive and positive decisions that drive advocacy.
- Collaborating with Marketing, Operations, and other leaders to ensure customer experience strategies are integrated across the business.
- Recruiting, inducting, and developing talent while fostering a positive and productive team culture.
- Taking on Duty Management responsibilities on a rostered basis, including weekend shifts, remunerated with a day off in lieu.

This role is permanent, full‑time.

What sets you apart

You are an energetic, customer‑centric leader who enjoys interacting with people and creating memorable experiences. You bring strong commercial acumen, proven experience managing budgets and rosters, and a passion for building high‑performing customer service teams. Your leadership style empowers your team while ensuring operational excellence is consistently achieved.

You will be:

- A strong People Leader who inspires, motivates, and develops high‑performing teams.
- Customer‑focused, with the ability to resolve issues decisively and deliver experiences that exceed expectations.
- Commercially savvy, with prior oversight of financials including revenue growth and expense management.
- Collaborative and strategic, able to partner across teams and drive continuous improvement.

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.

Advertised: 24 Nov 2025 AUS Eastern Daylight Time
Applications close: 05 Dec 2025 AUS Eastern Daylight Time

We acknowledge the Traditional Owners and communities of the lands on which our business operates. We pay our respect to Aboriginal and Torres Strait Islander cultures and to their Elders past and present. We recognise the unique role of Māori as Tangata Whenua of Aotearoa/New Zealand.

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