Customer Service Team Leader

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.

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.

This is a Full-Time role. Roster is Sunday: Monday to Thursday:

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.

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
• Become a trusted partner and subject matter expert (SME) for the Client for your area of responsibility.
• 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, 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

Assetlink is committed to maintaining, growing and supporting our diverse and inclusive culture, by seeking and promoting diversity within each of our work sites. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA+, people with disabilities, women, and other diversity groups. Currently, Assetlink is representative of around 80 nationalities, speaking 59 different languages. Assetlink recognises the benefits of diversity in creating amazing customer experiences, increasing productivity and encouraging business growth.'