Event Staff Customer Service Manager

at Sydney Cricket and Sports Grounds
Published December 23, 2020
Location Sydney, Australia
Category Customer Service  
Job Type Full-time  

Description

Event Staff Customer Service Manager Sydney Cricket and Sports Grounds location Sydney.

Venues NSW hosts the biggest and best sporting and live entertainment events for the people of NSW at our network of stadiums and entertainment centres. Our events drive economic activity, support jobs and make the most of the NSW Government’s significant investment in sporting infrastructure. The Sydney Cricket Ground is proudly part of the Venues NSW network and is a foundation site in world sport. It has been an integral part of Sydney’s rich sporting and cultural life, attracting people from all over the world since the 1850s.

Following an internal promotion, Venues NSW is looking for an experienced Event Staff Customer Service Manager who will have direct responsibility for the strategy, planning and execution of all event day customer service staff resulting in the delivery of effective workforce planning for all events and functions to ensure superior customer service for patrons, members, and sporting partners. This is a leadership role with a focus to deliver a world-class customer experience at the Sydney Cricket Ground (est. 1852) and the new Sydney Football Stadium when it opens in 2022.

In this role you will lead front-line staff to be able to operate in ways that exceeds customer satisfaction and expectations and play a critical role in promoting a high-performance culture amongst the event day customer service team working collaboratively with our home teams and codes and all stakeholders connected to the precinct. This is a highly visible job in our organisation, managing a large number of loyal and devoted event day staff to meet our customer service goals.

Extensive benefits and the opportunity to work in a dynamic sporting environment with a competitive salary package will be offered to the successful candidate. We are looking for talented people leaders who possess relevant tertiary qualifications in a related field, minimum of 5 years’ experience in a similar management role/running a large-scale customer service operation. Excellent communication and analytical skills.

Success in managing teams and third-party service providers to service level agreements. Demonstrated ability to build strong relationships and identify proactive opportunities to create exciting match-day and events customer experiences. Demonstrated ability to implement the highest standards of guest experience and lead and empower teams to deliver continuous improvement.

Change management experience and familiarity with new and emerging technologies and technology trends. Adaptive problem-solving skills and experience at working in fast paced and high-pressure environments. This role requires flexibility in work hours including weekends, public holidays and outside of standard work hours.