Guest Experience Representative - Bankstown Central

Vicinity Centres; Canterbury-Bankstown; On-site; AUD 34,000 - 48,000; Full time

Job summary

Vicinity Centres is seeking a Guest Experience Representative at Bankstown Central. You will be the first point of contact for guests, handling inquiries via phone, email, or in person, and providing expert local knowledge to ensure exceptional experiences.

You will also support centre operations, build strong retailer relationships, and contribute to reporting to enhance service standards. Availability on weekends is required, with occasional Thursday shifts as needed.

Qualifications

• Experience in a customer-facing role.
• Clear and effective communication across channels (face-to-face, phone, email).
• Proficient with Microsoft Office and various systems (POS, CRM, PMS).
• Highly organised with ability to manage multiple priorities.

Responsibilities

• Deliver professional, friendly service at the customer service desk and create a welcoming atmosphere.
• Build and maintain strong relationships with retailers and tenants; respond to retailer inquiries.
• Collaborate with Operations to ensure a safe, efficient, compliant centre and assist with admin tasks.
• Track customer enquiries and retailer requests; compile regular reports to improve the customer experience.

Skills

Customer service

Communication

Organised

Problem solving

Team player

Tools

Microsoft Office

POS

CRM

PMS

Job description

Guest Experience Representative - Bankstown Central

At Bankstown Central, we bring together the essentials and the unexpected to create a destination that reflects the rhythm of real life. From everyday errands to moments of connection, our centre is designed to make life easier, more enjoyable and more connected. Supported by a team that takes pride in delivering great experiences for our community every day.

As a Guest Experience Representative, your role is to ensure every guest’s interaction is seamless, positive, and aligned with Vicinity’s brand values. You’ll be the first point of contact for customer enquiries, handling requests across phone, email, and in-person channels. Whether it’s helping someone find a store, resolving an issue, or providing expert local knowledge, your mission is to make every experience exceptional.

You’ll also support day-to-day centre operations, build strong relationships with retailers, and contribute to key projects and reporting that enhance our service standards.

Please note: Must be available to work Saturdays and Sundays, with occasional shifts on Thursdays when required.

What You’ll Be Doing

Customer Service

• Deliver professional, friendly service and create a warm, welcoming atmosphere at the customer service desk.

• Communicate effectively across all channels (face-to-face, phone, email) in line with Vicinity’s service promise.

• Actively engage with customers, understand their needs, and go above and beyond to exceed expectations.

Retailer Support

• Build and maintain strong relationships with retailers and tenants.

• Respond to retailer enquiries and elevate issues impacting performance to the asset team as needed.

Centre Operations

• Collaborate with the Operations team to ensure the centre is safe, efficient, and compliant.

• Assist with contractor management, sign-ins, permits, keys, and general enquiries.

• Provide support on various administration tasks and elevate operational issues when required.

Reporting

• Track and manage customer enquiry data, complaints, and retailer requests.

• Compile regular reports to help improve the customer experience.

Who You Are

• Experienced in a customer-facing role with a passion for delivering exceptional service.

• A natural people person - approachable, confident, and professional.

• A clear and effective communicator, both written and verbal.

• Proficient with technology including Microsoft Office and various systems (e.g., POS, CRM, PMS).

• Highly organised, able to manage multiple priorities, and solutions-focused.

• Knowledge of the local area, key services, and transport options is a plus.

• Able to work independently and collaboratively, contributing positively to team culture.

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you’d like to speak to someone to understand what it’s like firsthand to work here, please reach out to our Talent Acquisition team.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email: ***************@vicinity.com.au

Phone: [phone] (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.