Hampshire Property Group is a growing Australian-owned property group specialising in holiday parks, residential communities and property investment across Australia and New Zealand.Our success is underpinned by our values of Respect, Accountability, Collaboration, Innovation and Quality & Customer Focus, which guide how we work with each other, our customers and our communities.ABOUT THE ROLEWe are looking for an experienced and people-focused Customer Experience Centre Manager to join our Shared Services team.Reporting to the Head of Customer Experience Centre, this role will take ownership of the day-to-day operational running of the centre, leading and supporting our Team Leaders and ensuring we consistently deliver strong customer, operational and commercial outcomes.This is a hands-on leadership role suited to someone who enjoys being close to the operation, using data to make decisions, developing leaders and creating an setting where teams can perform at their best.You will oversee workforce planning, service levels, performance, customer escalations and revenue delivery, while working closely with teams across Revenue, Operations, Marketing, Finance, IT & AI and HR.You will also act as the formal deputy to the Head of Customer Experience Centre when required.WHAT YOU'LL BE DOINGSome of your key responsibilities will include:Leading the day-to-day operations of the Customer Experience Centre across voice, email, web and digital channelsCoaching, supporting and developing Team Leaders to effectively lead their teams and drive performanceManaging workforce planning, forecasting, rostering and capacity to ensure the centre is appropriately resourcedMonitoring performance against service levels,



quality, productivity, customer satisfaction and revenue targetsUsing operational data and performance trends to identify risks, opportunities and areas for improvementDriving commercial performance across conversion, upselling and cross-sellingManaging complex customer escalations and supporting effective service recoveryWorking with Team Leaders to address performance and conduct matters in a timely and consistent wayPartnering with the QA and Training Lead to identify capability gaps and support targeted developmentMaintaining oversight of quality, booking accuracy, customer record integrity and operational processesPreparing and presenting operational, performance and commercial reportingSupporting the adoption of new systems, technology and process improvementsBuilding strong relationships across the business to ensure a consistent customer experienceActing as deputy to the Head of Customer Experience Centre when requiredWHAT YOU'LL BRINGWe are looking for someone who is an experienced operational leader and enjoys balancing people leadership, customer experience and commercial performance.You will ideally bring:5–7 years' experience within a contact centre, hospitality reservations or guest services environmentAt least 2–3 years' experience in a Team Leader,



Supervisor or similar leadership roleExperience leading frontline teams in a fast-paced customer environmentStrong experience managing KPIs, service levels and operational performanceDemonstrated workforce planning, forecasting and rostering experienceExperience driving sales, conversion or revenue performanceStrong coaching and people leadership capabilityConfidence managing customer escalations and service recoveryStrong analytical skills and the ability to use data to inform decisionsExcellent communication and stakeholder management skillsSound judgement and the ability to remain calm and solutions-focused when priorities changeExperience across systems such as SynXis, RMS, IDeaS, Genesys and HubSpot would be highly regarded.Desirable experience or exposure includes:Hospitality, tourism, accommodation or holiday parksLeading Team Leaders or other frontline leadersQuality assurance frameworksWorkforce management systemsMulti-site or Australia and New Zealand operationsChange, transformation or centralisation projectsWHY WORK WITH US?
At Hampshire Property Group, you'll join a collaborative and growing business where you'll have the opportunity to make a genuine impact.This role offers the chance to:Play an important role in the continued development of our Customer Experience CentreLead and develop a team of frontline leadersWork across customer experience, operations and commercial performanceContribute to process, technology and continuous improvement initiativesWork closely with a broad range of stakeholders across the businessJoin a supportive and values-led team
#J-*****-Ljbffr

📌 Customer Experience Centre Manager (Sydney)
🏢 Hampshire Property Group
📍 Sydney