Customer Services Supervisor

An opportunity has become available for a Customer Services Supervisor who will have responsibility for planning, managing, and leading our Concierge and Valet teams, in addition to collaborating with all operational departments to ensure Karrinyup delivers a “best in class” customer experience. 

Our ambition is to deliver service and a customer experience in line with the $800m+ development and to transform Karrinyup into the heart of Perth – becoming the best retail, dining and entertainment destination in WA, loved by locals and the wider community alike​. 

Reporting to the Service Delivery Manager and Concierge Services Manager, you will proactively participate in the execution and development of centre operations including business planning, team development, continuous improvement of our Customer Experience, communication, and implementation of strategies at an operational level.

To be successful in this position we are seeking an exceptional applicant with the following attributes:

• Passionate about premium and bespoke service delivery.
• An empathetic, inspirational customer orientated personality with impeccable presentation.
• Professional communication skills, both written and verbal and a clear ability to provide a “best in class” experience to both internal and external customers.
• Strong customer service background and a demonstrated ability to develop high performing service culture professionals.
• Demonstrated experience leading front-line teams within a premium setting.
• Experience in a retail or hospitality setting is desired but not essential.
• Excellent time management skills with attention to detail, accuracy, and the ability to work autonomously.
• Computer literacy with experience in Word, Excel, and other Microsoft related programs.
• Resilient, proactive, and self-confident.
• Flexible with working hours including evenings, weekends, and/or public holidays.
• Practical understanding of workplace health & safety and risk management.
• Must hold and maintain a current driver’s license. 

Position Objectives

• Ensure the successful delivery of services to the centre via the management of the Concierge & Valet team.
• Ensure a "best in class" standard of customer experience is delivered to all customers and retailers through the Concierge & Valet team.
• Provide leadership to the Concierge & Valet team ensuring that services are delivered with the standards required by management, including greeting standards, grooming standards, and administration compliance.
• Provide training, coaching, and mentoring to the Concierge & Valet team Members.
• Participate in internal and external education training as required.
• Monitor and review work performed by the Concierge & Valet team and report issues to the Service Delivery Manager and Concierge Services Manger as needed.
• Identify opportunities for improvement and partnerships, working with the Concierge Services Manager to deliver continuous improvement.
• Maintain communication and positive relationships with all key stakeholders.
• Assist with recruitment, selection, and rostering of Concierge & Valet team personnel.
• Oversee and ensure integrity of all Concierge & Valet procedures.
• To work with the Service Delivery Manager on workforce planning and managing operational needs. 

For further information regarding this exciting opportunity, please contact Christina Thompson (Service Delivery Manager) by email – ***************@millenniumsg.com