Service Desk Manager

1 week ago

Sydney, Australia Scentre Group Full time

**Our Story**

Scentre Group is the owner and operator of 42 Westfield living centers in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’

**Your opportunity**

As a Service Desk Manager you will be overseeing the day-to-day effectiveness of service provision and ensuring targets are met. Guide the team to strive for excellence, improving process and support for our business. Manage and Support the Technology Service Desk, rebuilding the teams' culture around customer advocacy, and delivering a responsive, reliable, and customer centric service back to the business.

**You will have overall accountability for**:

- Manage and Support the Technology Service Desk
- Work with level 2 teams to ensure all the relevant information is provided to support customers on escalated issues
- Run daily team stand-ups and weekly cross-team operational meetings
- Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
- Monitor the quality of all employee interactions for each team member
- Conduct coaching sessions with each team member to discuss contact quality reviews
- Handle escalations from dissatisfied employees and proactively report such instances to the Service Ops Snr Manager
- Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead

**What will set you apart from the rest?**
- Ability to provide excellent customer service and handle escalations
- Strong interpersonal skills, verbal and written communication skills.
- Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
- Strong problem-solving skills and decision-making ability
- Empathetic and a great listener
- Proficient time management and organisational skills

**Additional, favourable skills or experience**:

- Ability to provide excellent customer service and handle escalations
- Strong interpersonal skills, verbal and written communication skills.
- Ability to interact effectively with customers, vendors, peers and management via multiple communication channels
- Strong problem-solving skills and decision-making ability
- Empathetic and a great listener
- Proficient time management and organisational skills

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.

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