Customer Services Manager Job Description
This is an opportunity to lead a dynamic team dedicated to creating meaningful moments and delivering exceptional customer service every day.
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.
* 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, forecasts, and workflows 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.
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.
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.
Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.
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.