Guest Experience Representative in Melbourne

At Northland, we're one of Melbourne's leading retail and lifestyle destinations. Bringing together sought-after brands, dining, entertainment and cultural experiences, we're a place where people come to discover what's new, connect with others and spend time exploring.

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.

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 elevate 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

• An experienced professional in a customer-facing role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication skills, multitasking and problem-solving abilities.
• 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

• 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.
• 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.