Customer Service Supervisor

**Job no**: 498351
**Work type**: Permanent Full Time
**Location**: Melbourne
**Categories**: Customer Service

Everyday our Centre Experience team deliver extraordinary customer service. We welcome hundreds of millions of customer visits each year and our team's focus is creating unique and memorable customer experiences for everyone in our Westfield destinations.

**Your Opportunity**

We are currently seeking a Services Supervisor to join the Centre team at Westfield Fountain Gate. This is a chance to be part of a team driven to consistently create _moments that matter_ in the living centre every day while leading and inspiring their team to deliver our Service Promise to customers.

As the Services Supervisor, you will be responsible for leading our Concierge team.

Day-to-day, you will:

- Lead, coach, and develop the Concierge team to deliver an extraordinary customer experience and improve our NPS.
- Build and nurture a customer-centric culture, driving new initiatives and fostering professional partnerships with key stakeholders and the local community.
- Manage team performance, including succession planning, recruitment, induction, and development.
- Oversee rostering, budgets, and forecast management.
- Review and analyse customer feedback to capture insights and identify opportunities for improvement.
- Partner with internal and external stakeholders to enhance our service delivery standards.
- Champion our Customer Service Promise Program
- Represent Fountain Gate Services in key management forums and lead the delivery of quarterly team meetings.

You Will Have:

- A strong ability to deliver exceptional service, consistently exceeding customer expectations.
- Expertise in rostering, budgeting, and reporting.
- A proven track record in leading a team to success.
- The ability to learn new systems and procedures while sharing your knowledge with your team.

**About us**

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that 'Everyone Belongs'. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us.

Applications close: 26th June 2025

**Advertised**: 12 Jun 2025 AUS Eastern Standard Time
**Applications close**: 27 Jun 2025 AUS Eastern Standard Time

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**_Scentre Group exclusively recruits for roles based in Australia and New Zealand. If you are contacted regarding employment opportunities with Scentre Group based in any other country, we encourage you not to disclose any personal information. _