Guest Experience Representative

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. Join a team that's passionate about creating memorable experiences and helping shape a destination that continues to evolve with the city around it.

Role purpose

As a Guest Experience Representative, your role is to ensure every guest’s interaction is seamless, positive, and aligned with Vicinity’s brand values. You’ll be the first point of contact for customer enquiries, handling requests across phone, email, and in-person channels. Whether it’s helping someone find a store, resolving an issue, or providing expert local knowledge, your mission is to make every experience exceptional. You’ll also support day-to-day centre operations, build strong relationships with retailers, and contribute to key projects and reporting that enhance our service standards.

What You’ll Be Doing

• Customer Service
  • Deliver professional, friendly service and create a warm, welcoming atmosphere at the customer service desk.
  • Communicate effectively across all channels (face-to-face, phone, email) in line with Vicinity’s service promise.
  • Actively engage with customers, understand their needs, and go above and beyond to exceed expectations.
• Retailer Support
  • Build and maintain strong relationships with retailers and tenants.
  • Respond to retailer enquiries and elevate issues impacting performance to the asset team as needed.
• Centre Operations
  • Collaborate with the Operations team to ensure the centre is safe, efficient, and compliant.
  • Assist with contractor management, sign-ins, permits, keys, and general enquiries.
  • Provide support on various administration tasks and escalated operational issues when required.
• Reporting
  • Track and manage customer enquiry data, complaints, and retailer requests.
  • Compile regular reports to help improve the customer experience.

Who You Are

• Experienced in a customer-facing role with a passion for delivering exceptional service.
• A natural people person—approachable, confident, and professional.
• A clear and effective communicator, both written and verbal.
• Proficient with technology including Microsoft Office and various systems (e.g., POS, CRM, PMS).
• Highly organised, able to manage multiple priorities, and solutions-focused.
• Knowledge of the local area, key services, and transport options is a plus.
• Able to work independently and collaboratively, contributing positively to team culture.

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised. 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. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

If you’d like to speak to someone to understand what it’s like firsthand to work here, please reach out 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.