Assistant Manager, Customer Services — Events & Experiences

International Convention Centre Sydney (ICC Sydney); Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free daily meals

Parking discount

Wellbeing leave

Volunteer leave

Parental leave

Purchased leave

Health insurance offers

Executive superannuation

Discounted event tickets

Job summary

ICC Sydney, Australia’s leading convention, exhibition and entertainment precinct, is seeking an Assistant Manager, Customer Services to lead frontline teams at world‑class events.

You will coach supervisors, oversee event‑day operations, and drive customer service excellence while maintaining a culture of collaboration, safety, and continuous improvement. Applicants should have strong communication, stakeholder management and problem‑solving skills, and be eligible to work in Australia.

Qualifications

• 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.
• Proficient with MS Office 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.

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

Customer service

People management

Communication

MS Office / Copilot

Time management

Working under pressure

Negotiation

Presentation

Detail oriented

Initiative / problem solving

Industry knowledge (hospitality/conven

Working rights 18+

Tools

MS Office Suite

Copilot

Job description

ICC Sydney, Australia’s leading convention, exhibition and entertainment precinct, is seeking an Assistant Manager, Customer Services to lead frontline teams at world‑class events.

You will coach supervisors, oversee event‑day operations, and drive customer service excellence while maintaining a culture of collaboration, safety, and continuous improvement. Applicants should have strong communication, stakeholder management and problem‑solving skills, and be eligible to work in Australia.