Customer Service Team Leader

**Introduction**:
About Assetlink

From humble beginnings, Assetlink have grown to a workforce of 2500 throughout Australia and abroad, providing a range of facilities management services. Our people are positive, customer-focused and committed to excellence. In a recent employee survey, 95% of respondents said the reason they love working at Assetlink relates to the people they work with and the culture of the organisation.

**Description**:
The Role

The Customer Service Team Leader is an integral role to the experience of our guests, as you will be our clients’ customers first point of contact and responsible for providing service excellence, as well as “delivering the magic”. The Customer Service Team Leader is also responsible for leading and mentoring a team; driving general performance, while ensuring the levels of customer service delivery are of a high “destinational” standard. The Customer Service Team must meet and greet all visitors and callers to the customer service desk with a helpful and welcoming attitude, while creating amazing first impressions by positively assisting guests with queries and special requests.

The role includes the need to provide accurate and correct information & directions, anticipate customer needs and act immediately to resolve complaints; while consistently striving to delight the customer by going above and beyond. As a member (and leader) of the Customer Service Team you will liaise closely our client’s marketing team, helping to drive initiatives and campaigns, while collecting and collating relevant feedback and escalating as appropriate.

We are looking for an energetic and enthusiastic people person who thrives in interacting with customers and who carry an inherent ability to achieve a level of service that consistently meets and exceeds the expectations of our client’s and their customers.

This role is based at Rouse Hill Town Centre, a fantastic and unique town centre with a vast array of retail shopping, food and entertainment.

**The roster is Tuesday to Saturday**: 0845 - 1745.

This is a salaried position.

**Skills and Experiences**:
Role Requirements

Provide exceptional customer service to all customers and stakeholders daily
Responsible for a Small to medium team and providing strong leadership, coaching, mentoring and inspiration to your teams to deliver the Assetlink values.
Provide visitors with information from your vast array of knowledge regarding the location of retail stores, attractions, centre events and amenities
Working closely with security, maintenance and cleaning teams as part of our Integrated Service Model.
Attend and participate in regular meetings with Client and/or Stakeholders to report on performance-related KPI's and operational issues.
Proactive in anticipating issues and closing out accordingly.
Track progress of service delivery and regularly report this to the Client representatives.
Identify any problem areas affecting your area of responsibility and develop, implement and monitor appropriate strategies to address these issues.
Participate as an active member of the guest service personnel.
Undertake staff training and ensure compliance with Occupational Health and Safety requirements;
Networking and influencing ability within promotions and marketing.
Responding to all queries in a timely and professional manner.
Liaise with the marketing team to maximise the use of promotional events and brand collaborations
Updating and maintaining retail directory features to ensure it is accurate
The ability to work under pressure and think on your feet to quickly resolve issues as required

You Will Have

Impeccable presentation and grooming
Have a positive and enthusiastic personality
The ability to work in a dynamic, fast paced environment, whilst maintaining composure
Excellent verbal and written communication skills
Ability to create lasting impressions and meaningful relationships
Full NSW Drivers Licence is essential as Valet parking is part of the role
Good knowledge of and a commitment to safe working practices
Be physically fit to carry out standard duties and ability to work on your feet for lengthy periods
Must have valid work rights in Australia

**What we offer you**:
Reward and recognition incentives
Ongoing training and development
A safe and supportive working environment
A family-oriented culture
Free uniform

If you're a highly motivated, enthusiastic individual with a commitment to providing excellent service and would like to be key part of our Integrated Services team at Rouse Hill town Centre, we’d love to hear from you, click ‘Apply’.

In order to comply with various Federal/State/Territory Government mandates and Client site requirements, you must be able to provide proof of vaccination if required to do so as part of the Assetlink recruitment process.

Assetlink’s Diversity Commitment