Customer Solutions Manager

The GPT Group; Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible working arrangements

Generous leave options

Parental leave: 22 weeks + childcare

Learning & Development programs

Wellbeing programs

Employee Referral Program

Job summary

The GPT Group in Melbourne is seeking a Customer Solutions Manager (CSM) at 530 Collins Street to lead and deliver the customer solutions strategy for the asset. You will be the primary contact for tenants and venues, ensuring premium service and presentation reflecting a best-in-class experience.

You will collaborate with Property Operations, Marketing & Customer Experience, and Flexible Workspace Solutions teams to deliver site-specific events, tenant engagement programs and exceptional

Qualifications

• 4+ years of experience in customer service, placemaking, marketing or events management.
• Tertiary qualification in marketing, communications or event management is desirable.

Responsibilities

• Serve as the asset's Service Ambassador and primary point of contact for customer activities and tenant queries.
• Deliver exceptional customer experiences by continuously enhancing service performance and the customer journey.
• Manage customer forums, events, onboarding communications and the property website; analyse customer behaviours and insights.
• Collaborate with Marketing & Customer Experience and Flexible Workspace Solutions to develop and deliver the asset's Customer Engagement Strategy.
• Act as place manager, overseeing space curation and maintaining presentation standards; build relationships with external partners.
• Lead and develop the Concierge Team to meet the building's service standards.
• Assist with Customer Engagement Program budget, including quarterly forecasting.
• Work with Operations to manage Tenant Work Requests and communicate outcomes to tenants.
• Coordinate Emergency Procedures and Training with Operations and Sustainability teams.

Skills

Customer service

Placemaking

Marketing

Events management

Education

Tertiary qualification in Marketing/Communications/Event management

Job description

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We shape leading experiences across office, retail, logistics and student accommodation.

We’re one of Australia’s largest property groups, managing $38.9 billion worth of assets across the country.

Our sustainable returns from investments come from focusing on what matters most to customers — a great experience and doing good. Every day, our people are driving positive impact for people, place and planet. They’re inquisitive, pioneering industry firsts and pushing new ideas to deliver exceptional outcomes.

This passion and expertise creates an employee experience that puts wellbeing, flexibility and opportunity first.

The role

As the CSM at 530 Collins Street, you will be reporting into the General Manager and be responsible for leading and delivering the customer solutions strategy for the asset. As the primary point of contact for all tenant and venue services, you will play a pivotal role in ensuring the property's presentation and customer service consistently reflect the expectations of our tenants and uphold the standards befitting a premium grade building.

In this role, you will work collaboratively with key teams across GPT to drive exceptional outcomes for the asset. This includes partnering with the Property Operations team to represent and advocate for tenant requirements, working alongside the national Marketing & Customer Experience team to bring to life a curated calendar of site-specific events and customer engagement activations, and collaborating with the national Flexible Workspace Solutions team to oversee the seamless operation of the flexible workspace offering. You will also hold direct accountability for managing and elevating the concierge service, ensuring it delivers a best-in-class experience at every touchpoint.

What you will be doing

• Serve as the asset's Service Ambassador and primary point of contact for all customer activities and tenant queries, engaging with customers in a professional, consistent and timely manner.
• Deliver exceptional customer experiences by continuously enhancing service performance, improving the customer journey and fostering a culture of high quality and attention to detail to earn customer loyalty.
• Manage customer forums, events, onboarding communications and the property website, while analysing customer behaviours and the competitive landscape to share insights with the broader team.
• Collaborate with the Marketing & Customer Experience and Flexible Workspace Solutions teams to develop and deliver the asset's Customer Engagement Strategy, including the Annual Marketing Plan and Tenant Engagement and Event Program Plan.
• Act as place manager, overseeing space curation, maintaining the highest presentation standards and building strong relationships with external partners to ensure a positive and consistent experience for tenants and visitors.
• Lead and develop the Concierge Team, aligning service standards with the building's vision, ensuring all personnel are well-trained and empowered to exceed customer expectations.
• Assist with the formulation and management of the Customer Engagement Program budget, including quarterly forecasting.
• Work closely with the Operations team to manage Tenant Work Requests, ensure timely resolution and maintain direct communication with tenants on outcomes.
• Engage with the Operations and Sustainability teams to achieve recycling program targets, facilitate Building Management Committee meetings and coordinate Emergency Procedures and Training.

What makes you stand out

To be successful in this role, you will bring at least 4 years of experience in customer service, placemaking, marketing or events management, along with a tertiary qualification in marketing, communications or event management (desirable). You are a confident communicator who builds strong, professional relationships with tenants, stakeholders and colleagues at all levels, with excellent written and verbal communication skills.

What makes us stand out

• Enjoy flexible working arrangements and generous leave options.
• Experience market-leading parental leave benefits including 22 weeks paid leave for either carer and childcare allowance once you return to work.
• Embrace diverse and challenging career opportunities, supported by our dedicated Learning & Development Team committed to your growth.
• Engage in comprehensive Wellbeing programs and benefit from market-leading policies and support tailored to diverse needs.
• Be recognised by peers through nomination awards and take part in our generous Employee Referral Program.

We know the power of a great experience

• Ranked 4th in the 2025 Gender Equality Global Report released by Equileap.
• Placed 1st of real estate investment trusts in the S&P Global Corporate Sustainability Assessment 2025 Yearbook.
• Earned a Gold ranking in Australian Workplace Equality Index (AWEI) for LGBTQIA+ inclusion.
• Awarded our fifth consecutive Employer of Choice for Gender Equality citation from the Workplace Gender Equality Agency (WGEA) in 2023-2025.
• Committed to our second Stretch Reconciliation Action Plan (RAP).

GPT offers an inclusive workplace culture and embraces people with diverse perspectives, skills and backgrounds. We welcome applications from First Nations candidates, members of the LGBTQIA+ community, people living with disability and people of diverse ages, cultures and backgrounds.

If this role sounds like you, we want to hear from you. Go for it!