Casual Guest Experience Representative

We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia.

We're evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently.

We are Vicinity.

About the Role

We're looking for someone who thrives on delivering outstanding service and takes pride in creating memorable experiences. You'll assist customers with enquiries, provide information about services and amenities, and proactively resolve issues with professionalism and care. As a central liaison between customers, retailers, and the centre management team, your ability to communicate clearly and think on your feet will help set our centre apart.

Key Responsibilities

Customer Service

• Deliver a warm and professional first impression at the customer service desk.
• Provide accurate and helpful information in-person, over the phone, or via email.
• Champion Vicinity's customer service standards and values in all interactions.
• Anticipate and respond to customer needs, creating a positive and lasting impression.

Retailer Relationships

• Build and maintain strong relationships with our retailers and tenants.
• Support the centre's strategic goals by responding promptly to operational issues affecting retail performance.
• Serve as a go-to contact for retailer queries, escalating where necessary.

Centre Operations

• Work closely with the Operations team to uphold safety, efficiency, and compliance.
• Support day-to-day contractor management and general operational tasks.
• Escalate operational issues and assist in managing customer or retailer complaints.
• Contribute to the execution of centre strategies and initiatives.

Reporting

• Track and report customer enquiries, feedback, and complaints.
• Collate data on customer needs (e.g., frequently requested stores) to inform service improvements.
• Share insights with the centre management team to support a continuously evolving customer experience.

What You'll Bring

• A passion for people and commitment to excellent service.
• Strong communication and interpersonal skills.
• Problem-solving mindset with the ability to remain calm under pressure.
• Previous experience in a customer service or front-of-house role (retail or hospitality experience is a plus).
• Tech-savvy with basic reporting and administrative capabilities.

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence.  They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email:

Phone: (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.