Customer Experience Centre Manager

Hampshire Property Group; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Hampshire Property Group is seeking an experienced Customer Experience Centre Manager to lead the day-to-day operations of our centre. You will coach Team Leaders, manage workforce planning, and drive performance across voice, email, web and digital channels.

You will use data to identify risks and opportunities, oversee service levels and revenue delivery, and partner with departments across Revenue, Operations, Marketing, Finance, IT & AI and HR.

Qualifications

• 5–7 years’ experience in contact centre, hospitality reservations, or guest services.
• 2–3 years in Team Leader or similar leadership role.
• Experience leading frontline teams in a fast-paced customer environment.
• Strong experience managing KPIs, service levels and performance.
• Experience driving sales, conversion or revenue performance.

Responsibilities

• Lead day-to-day operations of the Customer Experience Centre across voice, email, web and digital channels.
• Coach and develop Team Leaders to drive performance.
• Manage workforce planning, forecasting and rostering to resource the centre.
• Monitor service levels, quality, productivity and customer satisfaction against targets.
• Present operational, performance and commercial reporting to leadership.

Skills

People leadership

Data-driven decision making

KPI & performance management

Forecasting & rostering

Customer experience

Stakeholder management

Sales & revenue focus

Tools

SynXis

RMS

IDeaS

Genesys

HubSpot

Job description

Hampshire Property Group is a growing Australian-owned property group specialising in holiday parks, residential communities and property investment across Australia and New Zealand.

Our success is underpinned by our values of Respect, Accountability, Collaboration, Innovation and Quality & Customer Focus, which guide how we work with each other, our customers and our communities.

ABOUT THE ROLE

We are looking for an experienced and people-focused Customer Experience Centre Manager to join our Shared Services team.

Reporting to the Head of Customer Experience Centre, this role will take ownership of the day-to-day operational running of the centre, leading and supporting our Team Leaders and ensuring we consistently deliver strong customer, operational and commercial outcomes.

This is a hands-on leadership role suited to someone who enjoys being close to the operation, using data to make decisions, developing leaders and creating an environment where teams can perform at their best.

You will oversee workforce planning, service levels, performance, customer escalations and revenue delivery, while working closely with teams across Revenue, Operations, Marketing, Finance, IT & AI and HR.

You will also act as the formal deputy to the Head of Customer Experience Centre when required.

WHAT YOU’LL BE DOING

Some of your key responsibilities will include:

• Leading the day-to-day operations of the Customer Experience Centre across voice, email, web and digital channels
• Coaching, supporting and developing Team Leaders to effectively lead their teams and drive performance
• Managing workforce planning, forecasting, rostering and capacity to ensure the centre is appropriately resourced
• Monitoring performance against service levels, quality, productivity, customer satisfaction and revenue targets
• Using operational data and performance trends to identify risks, opportunities and areas for improvement
• Driving commercial performance across conversion, upselling and cross-selling
• Managing complex customer escalations and supporting effective service recovery
• Working with Team Leaders to address performance and conduct matters in a timely and consistent way
• Partnering with the QA and Training Lead to identify capability gaps and support targeted development
• Maintaining oversight of quality, booking accuracy, customer record integrity and operational processes
• Preparing and presenting operational, performance and commercial reporting
• Supporting the adoption of new systems, technology and process improvements
• Building strong relationships across the business to ensure a consistent customer experience
• Acting as deputy to the Head of Customer Experience Centre when required

WHAT YOU’LL BRING

We are looking for someone who is an experienced operational leader and enjoys balancing people leadership, customer experience and commercial performance.

You will ideally bring:

• 5–7 years’ experience within a contact centre, hospitality reservations or guest services environment
• At least 2–3 years’ experience in a Team Leader, Supervisor or similar leadership role
• Experience leading frontline teams in a fast-paced customer environment
• Strong experience managing KPIs, service levels and operational performance
• Demonstrated workforce planning, forecasting and rostering experience
• Experience driving sales, conversion or revenue performance
• Strong coaching and people leadership capability
• Confidence managing customer escalations and service recovery
• Strong analytical skills and the ability to use data to inform decisions
• Excellent communication and stakeholder management skills
• Sound judgement and the ability to remain calm and solutions-focused when priorities change
• Experience across systems such as SynXis, RMS, IDeaS, Genesys and HubSpot would be highly regarded.

Desirable experience or exposure includes:

• Hospitality, tourism, accommodation or holiday parks
• Leading Team Leaders or other frontline leaders
• Quality assurance frameworks
• Workforce management systems
• Multi-site or Australia and New Zealand operations
• Change, transformation or centralisation projects

WHY WORK WITH US?

At Hampshire Property Group, you’ll join a collaborative and growing business where you’ll have the opportunity to make a genuine impact.

This role offers the chance to:

• Play an important role in the continued development of our Customer Experience Centre
• Lead and develop a team of frontline leaders
• Work across customer experience, operations and commercial performance
• Contribute to process, technology and continuous improvement initiatives
• Work closely with a broad range of stakeholders across the business
• Join a supportive and values-led team