Westfield Direct Team Leader

**Our Story**

Scentre Group is the owner and operator of 42 Westfield Living Centres 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**

Westfield Direct is our marketplace proposition which launched nationally in Sep 2021. Our customers can shop the best of Westfield, wherever they are - either pick up at their local centre or delivered to their home.

As the **Westfield Direct Team leader **at **Westfield Southland **you will lead the delivery of marketplace operations, coordination of all fulfilment requirements and driving customer experience of Westfield Direct within the centre team.

**A snapshot of your role**:

- Operational leadership of the local Westfield Direct team
- Coordinate the picking and packing of all click & collect and delivery orders from the centre
- Lead operations and administration with a focus on speed of fulfilment
- Customer care issue and resolution
- Manage order administration, monitoring parcel movements to manage delivery
- Coordinate delivery bookings and shipping management at local site
- Coordinate responses to customer and centre team queries and issues
- Source and provides feedback on issues including customer, retailer feedback, and observations of Westfield Direct in centre to enhance the platform
- Engage with Westfield Direct Customers to understand their needs; providing directional information and advice to customers and suggest alternatives where required
- Partner with internal and external stakeholders to identify and implement opportunities constantly improve the experience for our customers whilst in the centre

This role will be offered as a permanent Full-Time position based at the Westfield Garden City (Monday to Friday).

**What will set you apart from the rest?**

You will be a passionate, dynamic, self-motivated individual who enjoys working in a high performing culture.
- Ability to partner with multiple service departments within the centre
- Previous work experience as a supervisor or team leader within a customer facing role ideally from hotel or guest services
- Experience in interacting with customers from all backgrounds, and an ability to achieve a high level of service that consistently meets and exceeds the expectations of our customers
- Ability to work both independently and as part of a team
- Track record of delivering within a dynamic environment

**What sets us apart from the rest?**
- Diverse career paths across our vertically integrated business
- Ability to innovate in a company that not only encourages it but will facilitate it
- Competitive benefits including 18 weeks parental leave, volunteer days to work with our charity partners, health and wellbeing discounts and the ability to purchase extra annual leave

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. Aboriginal and Torres Strait Islander peoples are encouraged to apply.