Your opportunity
We are looking for a Customer Services Manager to join our team at Westfield Sydney. This is your chance to be part of a dynamic team dedicated to creating meaningful moments and delivering exceptional customer service every day. You’ll lead and inspire the Concierge and Valet parking teams, ensuring each customer interaction leaves a lasting, positive impression.
About the Role:
This full-time, permanent position is based at Westfield Sydney. In this role, you will lead and develop teams, manage operations, and drive customer service excellence. If you have a strong background in team leadership and a focus on enhancing customer experiences, this role offers an opportunity to make a meaningful impact.
In this role, you will:
- Lead and Develop Teams: Coach and mentor the Concierge and Valet teams to deliver outstanding experiences and drive improvements in NPS.
- Foster a Customer-Centric Culture: Create an environment where customers are at the heart of everything we do, launching new initiatives and building partnerships with stakeholders and the local community.
- Manage Team Performance: Oversee recruitment, onboarding, team performance, succession planning, and ongoing development.
- Ensure Operational Excellence: Manage rostering, budgets, and forecasts to keep operations running smoothly.
- Utilise Insights and Feedback: Analyse customer feedback to identify insights and opportunities for improvement.
- Enhance Experiences: Work with internal and external partners to continually improve the valet experience.
- Champion Our Service Values: Drive the Customer Promise recognition program and uphold our Service Promise.
Additional Duties
As part of the asset team, you’ll occasionally take on Duty Management responsibilities, including weekend shifts on a rotating roster, with a day off in lieu.
What sets you apart
We are looking for a customer-centric leader with a passion for premium retail, operations management, and team development. While experience in a similar role is advantageous, what truly sets you apart is your enthusiasm for delivering exceptional customer experiences.
Key skills include:
- Leadership & Team Development: Ability to lead, motivate, and coach a team to deliver high-quality service.
- Customer Relationship Management: Expertise in building strong relationships with customers and consistently exceeding their expectations.
- Problem Solving & Decision Making: Strong ability to make proactive decisions and resolve issues quickly.
- Operational Management: Experience managing budgets, rosters, and reports with a commercial mindset.
- Adaptability & Learning: Quick to learn new systems and procedures and share knowledge with your team to ensure seamless operations.
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 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 or 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.
Discover more about working with us.
For more information or if you have any questions, please email Talent Lead Kylie Stephens – [email protected].
Applications close: 30th January 2025.
