Customer Services Manager - Westfield Chermside

We’re excited to share an outstanding opportunity for a Customer Services Manager to join the Centre Management team at Westfield Chermside. This is a pivotal role where you will lead and shape the largest team across Concierge, Car Park, and Valet. As the face of our centre, you’ll set the standard for customer experience, ensuring services are delivered seamlessly, professionally, and with a genuine sense of welcome. This role, you’ll be the custodian of our Customer Strategy, driving initiatives that grow, build, and enhance our customer experience every single day.

• Collaborating with Marketing, Operations, and other leaders to ensure customer experience strategies are integrated across the business
• Acting as custodian of the Customer Advocacy Plan, driving initiatives to build and grow NPS and overall satisfaction
• Taking on Duty Management responsibilities on a rostered basis, including weekend shifts, remunerated with a day off in lieu.
• Recruiting, inducting, and developing talent while fostering a positive and productive team culture
• Managing rosters, wages, and budgets, ensuring resources are effectively allocated and aligned with business needs
• Setting and maintaining high standards across all front-of-house services to create seamless and memorable experiences
• Leading, coaching, and developing the Concierge, Car Park, and Valet teams.

You are an energetic, customer-centric leader who enjoys interacting with people and creating memorable experiences. You bring strong commercial acumen, proven experience managing budgets and rosters, and a passion for building high-performing customer service teams. Your leadership style empowers your team while ensuring operational excellence is consistently achieved.

• Customer-focused, with the ability to resolve issues decisively and deliver experiences that exceed expectations
• Commercially savvy, with prior oversight of financials including revenue growth and expense management.
• Being empowered to resolve customer issues on the spot, making proactive and positive decisions that drive advocacy
• A strong People Leader who inspires, motivates, and develops high-performing teams
• Collaborative and strategic, able to partner across teams and drive continuous improvement

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.