Customer Services Manager

**Job no**: 498593
**Work type**: Fixed Term Full Time
**Location**: Brisbane
**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 Chermside**.** 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.

This is a fixed term contract role for approx. 15- 18 months.

**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 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.

Applications close: 20th October 2025 (unless filled prior).

**Advertised**: 09 Oct 2025 E. Australia Standard Time
**Applications close**: 20 Oct 2025 E. Australia Standard Time

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**_Scentre Group exclusively recruits for roles based in Australia and New Zealand. If you are contacted regarding employment opportunities with Scentre Group based in any other country, we encourage you not to disclose any personal information. _