Your Opportunity
We are seeking a Customer Services Manager to lead our team at Westfield Sydney.
About the Role:
* 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:
You'll occasionally take on Duty Management responsibilities, including weekend shifts on a rotating roster, with a day off in lieu.
Key Requirements:
* 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.