Customer Services Lead, Events & Guest Experience

International Convention Centre Sydney (ICC Sydney); Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Free meals

Discounted parking

Leave entitlements

Salary sacrificing options

Health insurance offers

Event tickets

Birthday coffee and pastry

Job summary

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams, drive operational excellence at world-class events, and ensure memorable experiences for clients and visitors.

You will oversee event-day operations, support recruitment and training, manage stakeholder relationships, and uphold safety and service standards with a collaborative, high-performing culture. This is a chance to grow within ICC Sydney's dynamic team at Barangaroo CBD.

Qualifications

• Experience in hospitality, convention and exhibition sectors.
• Strong customer service and ability to handle difficult situations.
• People management and tough conversations.
• Excellent communication and stakeholder negotiation.

Responsibilities

• Provide day-to-day leadership, coaching, and operational support to Customer Services Supervisors and frontline teams.
• Oversee event-day operations including crowd flow, usher placement, rostering and venue presentation.
• Support recruitment, onboarding, training, and performance management.
• Liaise with internal stakeholders and external partners to coordinate resources.
• Monitor customer enquiries or complaints and resolve escalations effectively.
• Assist with labour planning, cost control, and resource allocation.
• Promote ICC Sydney's values, safety standards and high-performing culture.

Skills

Hospitality industry knowledge

Customer service excellence

People management

MS Office suite

Stakeholder management

Communication skills

Problem solving

Multitasking

Pressure management

Safety standards

Working rights Australia

18+ years

Job description

ICC Sydney is seeking an Assistant Manager, Customer Services to lead frontline teams, drive operational excellence at world-class events, and ensure memorable experiences for clients and visitors.

You will oversee event-day operations, support recruitment and training, manage stakeholder relationships, and uphold safety and service standards with a collaborative, high-performing culture. This is a chance to grow within ICC Sydney's dynamic team at Barangaroo CBD.