Concierge Supervisor

About Assetlink:

We pride ourselves on our culture – The Assetlink Way.

We have one of the country’s most diverse and dependable workforces. We have also been awarded the prestigious Top Employers Certification and won the AHRI Cross Cultural Management Award, recognising our commitment to providing a safe, supportive and passionate working environment.

Our Vision is “To change the lives of those we work with by connecting them with the best opportunities of the Australian community”.

The Role:

The Customer Service/Concierge Supervisor 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/Concierge Supervisor is also responsible for leading and mentoring a team, driving general performance and maintaining high standards of customer service delivery to an exceptional level. The Customer Service Team must meet and greet all visitors and callers to the customer service desk with a helpful and welcoming attitude, creating an amazing first impression 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 with our client’s marketing team, helping to drive initiatives and campaigns, while collecting and collating relevant feedback and escalating as appropriate.

We are looking for an energetic and enthusiastic people person who thrives in interacting with customers and who possesses an inherent ability to achieve a level of service that consistently meets and exceeds the expectations of our client and their customers.

This position is Full Time, commencing ASAP and based at Canberra Centre in Canberra, ACT 2608. The roster for this position is:

Monday to Friday - 8:45am to 5:15pm

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 in 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 Clients and/or Stakeholders to report on performance-related KPIs and operational issues.
• Proactive in anticipating issues and closing out accordingly.
• Track the 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
• 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 be willing to obtain a National Police Clearance Check
• 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 a key part of our team at Canberra Centre, we’d love to hear from you, click ‘Apply’.

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.