Customer Services Lead, Events & Experiences

ICC Sydney; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Free daily meals

Discounted car parking

Plus wellbeing and parental leave

Salary sacrificing options

Exclusive health insurance offers

Career development opportunities

Discounted event tickets

Birthday coffee & pastry

Job summary

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams and ensure exceptional service at world-class events. You will coach Supervisors, manage event-day operations, and drive a culture of collaboration and continuous improvement.

The role requires strong hospitality knowledge, superior customer service, and the ability to influence stakeholders while delivering on budget targets.

Qualifications

• Experience in hospitality/convention/exhibition environments is essential.
• Proven ability to lead frontline teams and manage events.
• Strong communication, stakeholder management and problem-solving skills.

Responsibilities

• Provide day-to-day leadership and coaching to Customer Services Supervisors and teams.
• Oversee event-day operations, rostering, crowd flow and venue presentation.
• Support recruitment, onboarding, training and performance management.
• Coordinate with internal and external stakeholders for resources and logistics.
• Handle customer enquiries or complaints with timely resolutions.
• Assist with labour planning, cost control and resource allocation.
• Promote ICC Sydney values, safety standards and inclusive culture.

Skills

Hospitality industry knowledge

Customer service

People management

MS Office knowledge

Multitasking

Working under pressure

Communication skills

Influence & negotiation

Personal presentation

Organised & detail-oriented

Initiative & solutions

Working rights in Australia

18+ years old

Tools

MS Office Suite (Word, Excel, PowerPoint, Outlook, Copilot)

Job description

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams and ensure exceptional service at world-class events. You will coach Supervisors, manage event-day operations, and drive a culture of collaboration and continuous improvement.

The role requires strong hospitality knowledge, superior customer service, and the ability to influence stakeholders while delivering on budget targets.