Customer Service Manager

Drive exceptional service within MCEC
- Join an award-winning team of dedicated professionals
- Work with an employer of choice

Melbourne Convention and Exhibition Centre (MCEC) is the home of unconventional.

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.

And our city is our inspiration. Melbourne is on show at MCEC - in the architecture and design, food and hospitality, location, and views.

**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 fast-paced 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 high-performing 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.

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**Acknowledgement of Country**

Melbourne Convention and Exhibition Centre (MCEC) acknowledges the Traditional Owners of Narrm, the Wurundjeri Woi Wurrung people of the Kulin Nation. We pay our respects to their Elders past and present, and to Elders of all First Nations communities.