Customer Services Manager

1 month ago

Canberra, Australia Scentre Group Full time
Your opportunity

We are looking for a Customer Services Manager to join the team at Westfield Belconnen . This is an opportunity to be part of a team focused on creating meaningful moments every day in our living centre, while leading and inspiring your team to deliver exceptional customer service.

In this role, you will be responsible for overseeing our Concierge and carpark divisions.

Day-to-day you will be responsible for:

  • Lead, coach, and develop the Concierge and carpark teams to deliver an extraordinary experience to our customers and improve our NPS.
  • Build and nurture a customer centric culture, new initiatives and professional partnerships with key stakeholders and the local community.
  • Manage team performance, succession planning, recruitment, induction, and development.
  • Own the rostering, budgets and forecast management.
  • Review and analyse customer feedback to capture insights and realise opportunities.
  • Partner with internal and external stakeholders to identify and implement opportunities to improve the car park and carpark experience.
  • Champion our Service Promise (Our Service Values) and drive the Customer Promise recognition program.

As part of our asset team, you will also have Duty Management responsibilities occasionally, requiring you to work a weekend shift on a roster. This will be balanced with a day off in lieu.

This is a Full-Time permanent opportunity based at Westfield Belconnen.

What sets you apart

We are looking for a customer-focused leader with a passion for premium retail, operations management, and team leadership. While similar experience is preferred, what sets you apart is your enthusiasm and ability to create great customer experiences.

In this role, you will lead a team with attention to detail, ensuring Exceptional service.

Key responsibilities include:

  • Leading and supporting your team to deliver exceptional customer service.
  • Building strong relationships with customers and exceeding their expectations.
  • Making proactive decisions and resolving issues on the spot.
  • Managing budgets, rosters, and reports with commercial insight.
  • Quickly learning and sharing new systems and procedures.

About us

Scentre Groups 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 thrive 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 aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity, life stage.

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.

Applications close: Friday 25th October (unless filled prior) .

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