Our story

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’

Our Customer Care Centre is responsible for navigating and optimising the performance of Westfield’s Customer Experience Network (24 Living Centres across Australia and New Zealand). The Customer Care Centre is our key, centralised customer-excellence support function for our parking environments dealing with inbound customer parking queries.

Your opportunity

As the Customer Care Centre Team Leader, you are responsible for leading, training and inspiring the front-line team of Customer Care Specialists. This role will ensure high levels of customer service are consistently demonstrated across the team while delivering objectives. You will act as point of the escalation between the Customer Care Centre and our Living Centre teams.

Key accountabilities include:

• Lead the delivery of the Customer Care Centre, setting priorities and aligning goals across the team
• Manage day to day Call Centre operations
• Motivate, coach and mentor the team, to ensure excellence and effectiveness in their roles
• Engage regularly with the Westfield Shopping centre teams to build and sustain collaborative working relationships
• Identify and implement opportunities for process improvement to ensure best practice is applied
• Develop and deliver reporting, revenue assurance, loss mitigation

This is a Full-Time permanent position, based in our Customer Care Centre in Western Sydney.

What will set you apart from the rest?

You’ll be a passionate, innovative and customer-obsessed superstar, who enjoys working in a high performing culture. You’ll also be able to demonstrate:

• Previous team leadership/supervision experience in a customer service environment
• Previous call centre experience is highly regarded
• Excellent communication skills – both verbal and written
• The proven ability to manage difficult stakeholder and customer queries
• Proven experience and natural ability to motivate a team to ensure consistently great results

What sets us apart from the rest?

• A collaborative no egos culture
• Diverse career paths across our vertically integrated business
• Ability to innovate in a Company that not only encourages it but will facilitate it
• Competitive Benefits including 18 weeks Parental leave, Volunteer Days to work with our Charity Partners, Health and Wellbeing discounts and ability to purchase extra Annual Leave

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce.

If this sounds like you, apply today to make extraordinary happen! Should you have any questions, or want to discuss the role further, please reach out to Olivia Gazzard, Talent Acquisition Business Partner, on 02 9358 7496.