Guest Experience Representative - DFO Uni Hill & DFO Essendon

Vicinity Centres; Melbourne; Sur place; AUD 50 000 - 60 000; Plein temps

Résumé du poste

Vicinity Centres is seeking a Guest Experience Representative for DFO Uni Hill & DFO Essendon in Melbourne. You will be the first contact for guests, delivering seamless service across phone, email and in person, and helping visitors find stores or resolve issues with local knowledge.

The role also supports centre operations, builds retailer relationships, and contributes to projects and reporting to elevate service standards. Availability for Friday and Sunday shifts is required.

Qualifications

• Experience in a customer-facing role with a passion for delivering exceptional service.
• Clear and effective written and verbal communication.

Responsabilités

• Provide professional customer service across phone, email and in-person channels.
• Assist guests with store locations, requests and local knowledge.
• Support centre operations, reporting, and retailer liaison to enhance service standards.

Connaissances

Customer service

Communication

Microsoft Office

Outils

POS

CRM

PMS

Description du poste

Guest Experience Representative - DFO Uni Hill & DFO Essendon

DFO is where premium brands meet unbeatable value, attracting millions of shoppers each year. Be part of a passionate team dedicated to creating seamless, vibrant retail experiences while supporting the ongoing success of one of Australia’s most recognisable outlet destinations.

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.

Please note: This shift requirements are Friday (Uni Hill) & Sunday (Essendon) 10:00am-6:00pm

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.

DFO is where premium brands meet unbeatable value, attracting millions of shoppers each year. Be part of a passionate team dedicated to creating seamless, vibrant retail experiences while supporting the ongoing success of one of Australia’s most recognisable outlet destinations.

Role purpose

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.

Please note: This shift requirements are Friday (Uni Hill) & Sunday (Essendon) 10:00am-6:00pm

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.

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 escalat 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.

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.