Job Description

Your opportunity

We’re looking for a passionate people leader to join our Customer Care Centre (CCC) team, the heart of Westfield Customer Support. As the Customer Care Supervisor, you’ll lead and inspire a team of Customer Care Specialists, creating a positive, high-performing culture where people feel supported, engaged and empowered to deliver exceptional customer experiences.

You'll play a key role in coaching and developing your team, supporting day-to-day operations, managing escalations, and driving performance across the Customer Care Centre. Working alongside a collaborative leadership team, you'll help shape the future capability of our people while ensuring we continue to deliver outstanding service to our customers.

Day-to-day you will be responsible for:

• Leading, coaching and developing a team of Customer Care Specialists to build capability, confidence and engagement.
• Creating a positive, inclusive and high-performing team culture aligned to CCC values and objectives.
• Monitoring team performance against key metrics including response times, resolution times, quality standards and customer experience outcomes.
• Providing regular coaching, feedback and development opportunities to support continuous growth and performance.
• Managing customer escalations and supporting the team during peak periods to ensure service excellence.
• Using operational insights and performance data to identify trends, solve problems and drive continuous improvement.
• Working collaboratively with stakeholders across the business to support customer-focused initiatives and operational success.
• Championing safety, wellbeing and inclusion across the workplace.

This role is permanent, full-time, working Sunday-Thursday.

What sets you apart

You’re an experienced people leader who thrives on developing others and creating high-performing teams. With a background in a contact centre, retail or customer service environment, you’re comfortable balancing operational performance with team engagement, coaching and development.

You’re confident managing escalations, using data to inform decisions and leading through change, while always keeping the customer experience front of mind.

You will be:

• A natural People Leader – passionate about coaching, mentoring and developing others to achieve their full potential.
• Operationally curious – able to analyse performance data, identify trends and implement improvements.
• A strong Communicator – confident delivering clear, consistent messaging and building relationships across all levels.
• Customer focused – committed to delivering exceptional customer experiences and service outcomes.
• Positive and resilient – able to lead with confidence in a fast-paced environment and support your team through challenges.

What you'll bring

• Experience leading teams in a contact centre, customer service, retail or similar high-volume environment.
• Proven ability to coach, develop and motivate teams to achieve performance outcomes.
• Experience managing customer escalations and delivering exceptional service outcomes.
• Strong analytical skills with the ability to interpret performance metrics and drive continuous improvement.
• Excellent communication and stakeholder management skills.

About us

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that ‘Everyone Belongs’. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage. If you require support or adjustments during the application process, please contact us confidentially at scentregroupcareers@scentregroup.com

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us

For more information or if you have any questions, please email npapagiannis@scentregroup.com

Applications close: 28th June 2026 (unless filled prior).