Job Description

Hampshire Property Group is a growing Australian-owned property group specialising in holiday parks, residential communities and property investment across Australia and New Zealand.

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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 ROLE n

We are looking for an experienced and people-focused Customer Experience Centre Manager to join our Shared Services team.

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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.

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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 environment where teams can perform at their best.

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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.

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You will also act as the formal deputy to the Head of Customer Experience Centre when required.

WHAT YOU’LL BE DOING n

Some of your key responsibilities will include:

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- Leading the day-to-day operations of the Customer Experience Centre across voice, email, web and digital channels
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- Coaching, supporting and developing Team Leaders to effectively lead their teams and drive performance
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- Managing workforce planning, forecasting, rostering and capacity to ensure the centre is appropriately resourced
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- Monitoring performance against service levels, quality, productivity,



customer satisfaction and revenue targets
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- Using operational data and performance trends to identify risks, opportunities and areas for improvement
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- Driving commercial performance across conversion, upselling and cross-selling
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- Managing complex customer escalations and supporting effective service recovery
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- Working with Team Leaders to address performance and conduct matters in a timely and consistent way
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- Partnering with the QA and Training Lead to identify capability gaps and support targeted development
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- Maintaining oversight of quality, booking accuracy, customer record integrity and operational processes
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- Preparing and presenting operational, performance and commercial reporting
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- Supporting the adoption of new systems, technology and process improvements
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- Building strong relationships across the business to ensure a consistent customer experience
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- Acting as deputy to the Head of Customer Experience Centre when required
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WHAT YOU’LL BRING n

We are looking for someone who is an experienced operational leader and enjoys balancing people leadership, customer experience and commercial performance.

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You will ideally bring:

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- 5–7 years’ experience within a contact centre, hospitality reservations or guest services environment
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- At least 2–3 years’ experience in a Team Leader, Supervisor or similar leadership role
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- Experience leading frontline teams in a fast-paced customer environment
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- Strong experience managing KPIs, service levels and operational performance
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- Demonstrated workforce planning, forecasting and rostering experience
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- Experience driving sales, conversion or revenue performance
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- Strong coaching and people leadership capability
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- Confidence managing customer escalations and service recovery
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- Strong analytical skills and the ability to use data to inform decisions
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- Excellent communication and stakeholder management skills
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- Sound judgement and the ability to remain calm and solutions-focused when priorities change
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- Experience across systems such as SynXis, RMS, IDeaS, Genesys and HubSpot would be highly regarded.
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Desirable experience or exposure includes: nn
- Hospitality, tourism, accommodation or holiday parks
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- Leading Team Leaders or other frontline leaders
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- Quality assurance frameworks
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- Workforce management systems
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- Multi-site or Australia and New Zealand operations
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- Change, transformation or centralisation projects
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WHY WORK WITH US? n

At Hampshire Property Group, you’ll join a collaborative and growing business where you’ll have the prospect to make a genuine impact.

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This role offers the chance to:

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- Play an important role in the continued development of our Customer Experience Centre
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- Lead and develop a team of frontline leaders
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- Work across customer experience, operations and commercial performance
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- Contribute to process, technology and continuous improvement initiatives
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- Work closely with a broad range of stakeholders across the business
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- Join a supportive and values-led team
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📌 Customer Experience Centre Manager (Sydney)
🏢 Hampshire Property Group
📍 Sydney