Guest Experience Representative - DFO Uni Hill & DFO Essendon

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.
• 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.
• 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.
• 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.

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 

Integrity: 

• We back our words with the right actions
• We do the right thing, no matter the situation 

Customer Focus: 

• We nurture a genuine connection with our customers 
• We consider customer needs when making decisions 

Collaboration: 

• 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