Everyday our Centre Experience team deliver extraordinary customer service. We welcome hundreds of millions of customer visits each year and our team’s focus is creating unique and memorable customer experiences for everyone in our Westfield destinations.
Your opportunity
We are looking for a Customer Services Manager to join our team at Westfield Doncaster. 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, Car Park 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 Doncaster. 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, car park 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.
- Customer Innovation – Drive new ways to continually increase customer experience within our living destination.
What will set you apart from the rest?
We’re looking for a self-motivated, confident, and detail-orientated individual, who loves leading large teams and driving customer innovation.
You will have the following:
- Proven experience leading large, customer-facing teams, with a strong ability to inspire, develop, and empower team members
- Strong commercial acumen and a strategic mindset to drive business outcomes
- A track record of leading customer innovation initiatives that improve service delivery and operational performance
- Excellent communication and stakeholder engagement skills, with the ability to influence across all levels
- A proactive, solution-focused approach and the ability to thrive in a fast-paced, evolving environment
To find out more reach out to Kristy Araipu via email karaipu@scentregroup.com
Applications close: Friday, 30th May 2025
