Assistant Manager, Customer Service

ICC Sydney; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Free daily meals

Discounted parking and dry cleaning

Wellbeing and parental leave options

Purchased leave and salary packaging

Job summary

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams and drive exceptional service at world‑class events.

You will oversee event operations, support recruitment and training, and coordinate with internal/external partners to ensure seamless experiences for clients and visitors.

Strong communication, stakeholder management and problem-solving skills, plus a passion for high-end customer service, are essential.

Qualifications

• Knowledge of hospitality, convention and exhibition industries.
• Strong customer service skills and ability to handle difficult situations.
• People management and capable of tough conversations.
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook, Copilot).
• Ability to multitask and prioritise.
• Ability to work under pressure and meet deadlines.
• Excellent communication skills.
• Influence and negotiate with stakeholders.
• Excellent personal presentation.
• Well organized with attention to detail.
• Ability to use initiative and be solutions-driven.
• Valid working rights in Australia; 18+.

Responsibilities

• Provide day-to-day leadership, coaching, and operational support to Customer Services Supervisors and frontline teams to ensure exceptional service delivery at events.
• Oversee event-day operations including crowd flow, usher placement, rostering, and venue presentation, ensuring a safe, efficient, and welcoming environment for clients and visitors.
• Support recruitment, onboarding, training, and performance management to maintain high standards and team capability.
• Liaise with internal stakeholders (Event Delivery, Security, Reception, Event Planning) and external partners to coordinate resources and logistics for successful event execution.
• Monitor and manage customer enquiries or complaints, escalating complex issues as needed and ensuring timely, effective resolutions.
• Assist with labour planning, cost control, and resource allocation to align with event requirements and budget targets.
• Promote and uphold ICC Sydney’s values, behaviours, and safety standards, contributing to a positive, inclusive, and high-performing team culture.

Skills

Hospitality industry knowledge

Customer service skills

People management

MS Office proficiency

Multitasking

Communication skills

Negotiation skills

Presentable

Attention to detail

Initiative & solution-driven

Australian working rights

Tools

MS Office Suite

Job description

At ICC Sydney, Australia’s leading convention, exhibition and entertainment precinct, we’re more than just a world class venue and brand – we’re a community of passionate professionals dedicated to putting our people first. As part of our close-knit team, you’ll help deliver unforgettable events and experiences in a space that fosters creativity and collaboration.

The Consortium involving Darling Harbour Live, Placemaking NSW, and ICC Sydney, as part of the Public Private Partnership (PPP) delivering ICC Sydney, includes the architectural landmark – The Cutaway, as part of the PPP portfolio. With its striking architecture and prime location in the heart of Barangaroo, The Cutaway is a premium stage for festivals, immersive experiences, corporate launches, exhibitions, gala dinners and creative industry showcases – making it an extraordinary location for our team members to work.

We prioritise inclusivity and support, creating an environment where every team member can thrive. If you need any adjustments during the recruitment process, don’t hesitate to reach out to our team at [e-mail] or call 02 9215 7188. You can also connect with one of our internal diversity streams for additional support.

About this opportunity:

Join ICC Sydney as our next Assistant Manager, Customer Services, stepping into a pivotal leadership role where you will drive operational excellence, coach frontline teams, and ensure every client and visitor enjoys a seamless, memorable experience at world-class events.

We are seeking a dynamic professional with strong communication, stakeholder management, and problem-solving skills, who thrives in fast-paced environments and is passionate about delivering high-end customer service while fostering a culture of collaboration and continuous improvements.

• Provide day-to-day leadership, coaching, and operational support to Customer Services Supervisors and frontline teams to ensure exceptional service delivery at events.
• Oversee event-day operations including crowd flow, usher placement, rostering, and venue presentation, ensuring a safe, efficient, and welcoming environment for clients and visitors.
• Support recruitment, onboarding, training, and performance management to maintain high standards and team capability.
• Liaise with internal stakeholders (Event Delivery, Security, Reception, Event Planning) and external partners to coordinate resources and logistics for successful event execution.
• Monitor and manage customer enquiries or complaints, escalating complex issues as needed and ensuring timely, effective resolutions.
• Assist with labour planning, cost control, and resource allocation to align with event requirements and budget targets.
• Promote and uphold ICC Sydney’s values, behaviours, and safety standards, contributing to a positive, inclusive, and high-performing team culture.

Required Skills & Experience:

• Current knowledge of hospitality, convention and exhibition industry
• Strong Customer Service skills and the ability handle difficult situations
• People Management and able to have tough conversations
• Working knowledge of MS Office suite including Word, Excel, PowerPoint, Outlook, Copilot
• Ability to manage multiple tasks and prioritise work
• Ability to work under pressure and meet deadlines
• High standard of communications skills
• Ability to influence and negotiate with key stakeholders
• Excellent personal presentation
• Well organised with attention to detail
• Proven ability to use initiative and be solutions driven
• Valid working rights in Australia.
• You must be 18 years or over.

Why ICC Sydney?

ICC Sydney offers more than just a job – we provide the chance to be part of something extraordinary. We create world class experiences while fostering a collaborative, inclusive culture where your ideas and skills are valued.

As part of our team, you’ll help deliver unforgettable events and experiences while enjoying a range of exceptional benefits, including:

• Free and fresh daily meals.
• Heavily discounted car parking and dry cleaning.
• Additional and generous leave opportunities including paid wellbeing leave, volunteer leave and parental leave.
• Purchased leave, novated leasing and salary sacrificing options.
• Access to exclusive health insurance offers and an executive superannuation arrangement.
• Team social events; regular companywide meetings and networking, annual awards night, social clubs and committees and diversity and inclusion activations.
• Access to discounted or complimentary event tickets.
• A coffee and pastry on us, on your birthday.
• Regular professional development and learning opportunities.
• We encourage your work life balance and offer flexibility to suit you.
• As an international company, Legends Global can offer future career opportunities throughout our global network of venues.
• CBD location close to public transport and in the heart of the Darling Harbour precinct.

ICC Sydney iscommitted to prioritising equitable, sustainable and innovative practices for all team members and visitors. This includes people with all abilities, First Nations Peoples, people across all generations, LGBTQIA+ individuals, new Australians, parents and carers, and families of all structures. Our diverse, passionate team drives a culture of collaboration, inclusion and service excellence.

Please Note; relevant screening checks will be conducted as part of the recruitment process. This includes a National Police Background Check for successful candidates. You will also be required to show proof of identity that meets the 100-point check. Shortlisted candidates may also be required to complete an appropriate and relevant health assessment as part of the recruitment process.

Join us at ICC Sydney, where you can bring your best, whole self to a team that truly puts people first.

A NSW Government project, ICC Sydney was delivered in partnership with Darling Harbour Live, comprisingCapella Capital, ASM Global,Lendlease, Hostplus, Aware Super, and Spotless FM.