Guest Experience Representative - Bankstown Central

From everyday errands to moments of connection, our centre is designed to make life easier, more enjoyable and more connected.

The key role purpose of the Guest Experience Representative is to deliver exceptional service, ensuring a welcoming and positive experience for all customers at the centre. This role requires outstanding communication and problem-solving skills, assisting customers with enquiries, providing information about services and amenities, and efficiently resolving issues. Serving as a liaison between customers and centre management, the Guest Experience Representative fosters a friendly environment, contributing to overall satisfaction and a high-quality experience. As the first point of contact, the Guest Experience Representative embodies professionalism, helpfulness, and care, acting as an ambassador of Vicinity’s values, bringing the Vicinity brand to life. This role accurately responds to customer requests, offers personalised recommendations, collaborates to maintain high standards, builds professional relationships, and positively contributes to the team culture.

About Vicinity

• At Bankstown Central, we bring together the essentials and the unexpected to create a destination that reflects the rhythm of real life.
• Supported by a team that takes pride in delivering great experiences for our community every day.

We back our words with the right actions

We do the right thing, no matter the situation

We invite the right people to the table

We balance consensus with decisive actions Excellence: We always strive to improve

We share our challenges and celebrate the wins Why Vicinity?

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence.

They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age.

Responsibilities

• Key Accountabilities Customer Service Ensure that the customer service desk is always open and inviting, maintaining a safe and efficient environment where the health, welfare, and safety of staff and customers are a priority.
• Deliver upon the Vicinity brand promise by providing great experiences to customers, retailers, contractors and colleagues every day.
• Communicate with customers across all channels of communication (in-person, phone and email), consistently demonstrating Vicinity’s service standards and representing company values.
• Be aware of customer needs, care about those needs, and go above and beyond to meet and exceed them.
• Retailer Relationships Support the centre’s strategic goals - Growth in Executional Capability, Growth in Productivity, Growth in Consumer Experience and Growth in Retailer Sales.
• Support and maintain a strong working relationship with retailers and tenancies.
• Respond to retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team for resolution.
• Centre Operations Follow all risk and safety controls, including compliance and emergency management training as required.
• Work closely with the Operations team to ensure efficiency and safety is maintained for staff and customers.
• Support the centre’s annual strategic goals, contributing as required.
• Support the centre team in the day-to-day contractor management including sign-ins, permits, general enquiries, keys, issues and assistance, as needed and when applicable.
• Act as the first point of contact to escalate operational issues and complaints when required.
• Provide ad-hoc assistance on administration tasks as required from the centre team.
• Reporting Manage customer data including the volume of enquiries, departmental customer complaint reporting and resolution, and retailer requests.
• Complete reporting on gathered information such as the most requested store list and provide to the centre management team in order to assist in enhancing future customer experiences.
• Engage with retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team in order to resolve as efficiently as possible.
• Key Role Relationships Guest Experience Manager & Team Centre Management Team Operations Team Retailers Customers Experience & Capabilities ESSENTIAL EXPERIENCE (what you have done) An experience professional in a customer-facing role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication skills, multitasking and problem-solving abilities.
• Understanding and confidence collaborating with various team members and stakeholders at all levels.
• Thrive independently and collaboratively, positively contributing to team culture with a can-do attitude.
• Proactive, organised, and efficient in all tasks while professional and with a customer-focused approach.
• Confident in handling a variety of enquiries, including transactions and feedback.
• PERSONAL ATTRIBUTES (who you are) You consistently demonstrate and role model the behaviours that bring the Vicinity values to life: Respect: We listen to and acknowledge each other's views
• We have difficult conversations with care
• We nurture a genuine connection with our customers
• We consider customer needs when making decisions

Requirements

• A natural and outgoing people person, happy to approach customers both internal and external.
• Proficient and confident in using technology including Microsoft Office, computer, iPhone, etc., and follow processes with an attention to detail.
• CRITICAL KNOWLEDGE (what you need to know) Excellent knowledge of customer related functions, customer service, and local surrounding areas including key transport, tourism, communities, network and councils.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook), and experience in various systems such as POS, PMS, CRM is beneficial.
• Passionate about providing an exceptional customer experience and bringing the Vicinity brand to life.
• Strong customer service skills and effective multitasking and prioritisation abilities.
• Excellent written and verbal communication skills.
• CAPABILITIES (what you can do) Collaborate as an Asset Team - Collaborate for best outcomes for asset and team versus best outcome for individual – Foundational.
• Planning & Prioritisation - Identify the tasks required to achieve the desired outcomes and prioritise tasks in the right order – Foundational.
• Customer Focused - Understand various customer stakeholders and always consider their needs when making decisions – Foundational.
• Develop Strong Stakeholder Relationships - Identify, nurture and strengthen diverse stakeholder relationships – Foundational.
• Problem Solving - Use logic and methods to solve problems with effective solutions – Foundational.
• Health, Safety, Environment & Wellbeing - Integrate health, safety, environment and wellbeing into ways of work at asset level to ensure the safety of everyone – Foundational.

Benefits

• Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.

Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team: Email: [email protected] Phone: +61 3 7001 4000 (request to speak to our Talent Acquisition team)

Note

To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.