Overview
Guest Experience Representative at Vicinity Centres. This role focuses on delivering exceptional service and a welcoming experience for customers at the centre, acting as the first point of contact and an ambassador of Vicinity’s values.
Role purpose
The Guest Experience Representative is responsible for outstanding communication, problem-solving, assisting customers with enquiries, providing information about services and amenities, and resolving issues efficiently. The role liaises between customers and centre management to foster a positive environment and contribute to high-quality customer experiences.
This position embodies professionalism, helpfulness and care, bringing the Vicinity brand to life.
Key Accountabilities
Customer Service
- Ensure the customer service desk is open and inviting, maintaining a safe and efficient environment prioritising staff and customer welfare.
- Deliver on the Vicinity brand promise by providing great experiences to customers, retailers, contractors and colleagues.
- Communicate with customers across in-person, phone and email channels, upholding Vicinity’s service standards and company values.
- Identify customer needs, respond with care, and strive to meet and exceed them.
Retailer Relationships
- Support centre strategic goals: Growth in Executional Capability, Productivity, Consumer Experience and Retailer Sales.
- Maintain strong working relationships with retailers and tenancies.
- Address centre operational issues impacting retailers and ensure escalation to the asset team when needed.
Centre Operations
- Follow risk and safety controls, including required compliance and emergency management training.
- Collaborate with the Operations team to maintain efficiency and safety for staff and customers.
- Assist with the centre’s annual strategic goals as required.
- Support day-to-day contractor management (sign-ins, permits, inquiries, keys, issues and assistance).
- Escalate operational issues and complaints as required.
- Provide ad-hoc administrative support as needed by the centre team.
Reporting
- Manage customer data including enquiries, complaints and retailer requests; report on trends and insights to improve experiences.
- Prepare reports on information gathered, such as most requested stores, to assist centre management.
Key Relationships
- Guest Experience Manager & Team
- Centre Management Team
- Operations Team
- Retailers
- Customers
Experience & Capabilities
Essential Experience
- Experience professional in a customer-facing role, delivering elevated experiences, handling enquiries with robust communication, multitasking and problem-solving skills.
- Outgoing, approachable personality.
- Proficient with technology (Microsoft Office, computer, smartphone) and process-oriented with attention to detail.
Critical Knowledge
- Strong knowledge of customer-related functions and local community information (including transport, tourism, and councils).
- Proficient in Microsoft Office; experience with POS, PMS, CRM is beneficial.
- Ability to collaborate with team members and stakeholders at all levels; proactive and customer-focused.
- Excellent written and verbal communication skills.
Capabilities
- Collaborate with Asset Team for best outcomes, foundational.
- Planning & Prioritisation to achieve outcomes, foundational.
- Customer Focused approach to stakeholder needs, foundational.
- Develop Strong Stakeholder Relationships, foundational.
- Problem Solving with logical solutions, foundational.
- Health, Safety, Environment & Wellbeing integrated into ways of work, foundational.
Personal Attributes
- Respect, Integrity, Customer Focus, Collaboration, Excellence as Vicinity values.
Why Vicinity?
Vicinity offers a benefits program focused on creating a rewarding and recognised workplace. We embrace diversity and are committed to an inclusive environment. Applications are encouraged from all sectors of the community, including Aboriginal and/or Torres Strait Islander communities.
Employee groups support Diversity, Equity and Inclusion initiatives. If you need accessibility adjustments, contact our Talent Acquisition team.
Accessibility and contact
We acknowledge website accessibility limitations and provide alternate formats upon request. For accessibility needs or to discuss adjustments, contact Talent Acquisition: Email: talent.acquisition@vicinity.com.au, Phone: +61 3 7001 4000 (request to speak to Talent Acquisition).
Note: To be eligible to apply, you must have existing Australian work rights. Shortlisted candidates may undergo a Criminal History Background/Police Check and other qualification checks as required for the role.
Job details
- Seniority level: Entry level
- Employment type: Part time
- Job function: Customer Service
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📌 Guest Experience Representative
🏢 Vicinity Centres
📍 Bendigo