Assistant Manager, Customer Services — Events Leader

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

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.