Customer Service Supervisor

**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**

We are currently searching for a **Customer **Services Supervisor **to join our Centre team at **Westfield Bondi Junction **. This presents an exciting opportunity to become a part of a team that is dedicated to creating meaningful experiences within the living centre daily. As the Services Supervisor, you will play a pivotal role in leading and motivating our team to uphold our Service Promise to our valued customers. Your primary responsibilities will involve overseeing our Concierge, Valet, Car park and our Luxury Westfield Suite.

A snapshot of your role:

- Lead, mentor, and develop the Concierge, Car Park and Valet teams, fostering a culture of excellence to deliver an exceptional customer experience and enhance our Net Promoter Score (NPS).
- Effectively manage team performance, succession planning, recruitment, onboarding, and continuous development.
- Take ownership of rostering, budgeting, and forecast management, ensuring efficient resource allocation.
- Analyse and evaluate customer feedback to gain valuable insights and identify areas for improvement and growth.
- Collaborate with internal and external partners to identify and implement enhancements for the car park, valet and concierge experiences.
- Act as an advocate for our Service Promise (Our Service Values), promoting and driving the Customer Promise recognition program

This is a **fulltime permanent **opportunity based onsite at **Westfield Bondi Junction.**

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

We acknowledge that the required skills and experience can be acquired in diverse industries and positions. What will make you stand out is your passion for premium retail, adeptness in operations management, and dedication to delivering exceptional customer experiences.

As a passionate people leader, you possess a keen eye for detail, innovative thinking, and a strong customer focus. You thrive in a dynamic and high-performing team environment, always striving for the best for your team members.

Key attributes we value in this role include:

- Enjoys engaging with customers and consistently delivering a high level of service that surpasses their expectations.
- Having the authority to address customer issues promptly and effectively, making proactive and positive decisions on the spot.
- Demonstrating commercial acumen and previous experience overseeing business financials, particularly in revenue generation and cost reduction strategies.
- Proficiency in rostering, budgeting, and reporting.
- Displaying agility in quickly learning new systems and procedures and sharing your existing skills with your team.

**What sets us apart from the rest?**
- A collaborative, welcoming, inclusive and supportive culture
- Gender-neutral parental leave - 18 weeks paid with no qualifying period.
- Life Leave - additional five days paid leave to use however you like on top of your four weeks annual leave.
- Diverse career paths - Opportunities to cross-skill and develop working with over 70 different professions within the team.

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 because we believe our differences contribute to our success and ensures a workforce that reflects the customers we serve, in the communities in which we operate. This commitment is backed by executive and employee-led working groups including LGBTI, gender equity, mental health & wellbeing, working flexibility and disability alongside other initiatives. Aboriginal and Torres Strait Islander peoples are encouraged to apply.