Customer Experience Manager
Job No:
AGPC110
Location:
Melbourne
The Australian Grand Prix Corporation (AGPC) is responsible for staging two iconic international events, the Formula 1® Australian Grand Prix in Melbourne, as well as the Australian Motorcycle Grand Prix held at Phillip Island. We are established, respected leaders on the world stage, approaching the milestone 25th Formula 1®race in Melbourne in 2020.
Pramac Generac Australian Motorcycle Grand Prix 2019
A broad ranging customer service role to help ensure maximum satisfaction, quality and delivery for all customers and stakeholders across the venue.
This customer service role is designed to complement existing functions across corporate, grandstand and GA patrons when “troubleshooting” needs to be applied and a physical presence is required at certain situations, or where the existing subject matter expert cannot be in two places at once. It takes pressure off the staff that cannot always be at a situation or not give it the time and actions it deserves.
The role has a wide-ranging remit across all functions and it is this depth and breadth of exposure that gives it rare access to all services and related AGPC customer service protocols.
A further focus and key responsibility is to lead, support and manage the customer service staff and booths to ensure they are all briefed and well-equipped to deal with all types of customer service queries around the circuit. In most cases these customer experience staff will be AGPC first customer touch point which needs to compliment AGPC sense-of-arrival.
The role covers answering, tracking and reporting on all correspondence received via the Customer Hotline as well as the various online methods of providing feedback.
This role will be located at 616 St Kilda Road before and after the event and will be based at Phillip Island for the week of the event.
The role will be based in GP Command while on Phillip Island.
Core Responsibilities:
Customer Information
- Draft, update, collate and compile documents to be used as reference guides within the Customer Information Booths.
- Liaise with the provider of the Customer Information Booth staff to ensure they receive adequate training prior to the event.
- Keep the Customer Information Booth staff informed of changes to the track schedule, entertainment schedule, etc throughout the event.
- Manage the Customer Hotline:
- Ensure the hotline number is included in all relevant publications and signage;
- Answer and action all text messages from patrons during the event;
- Ensure all customer queries that are allocated to other departments are followed up;
- Collate customer feedback and outcomes for monitoring purposes.
- Create relevant spruiker notes to be used in both ingress and egress.
- Manage the Feedback email address during the event and answer queries where possible.
- Post-event, respond to the remaining Feedback emails and ensure they are all logged in the Customer Portal.
- Manage the lost and found process during the event.
Promote Frontline Customer Service Standards
- Provide quality frontline customer service representing AGPC in a positive and professional manner.
- Deal courteously and efficiently with all enquiries including using appropriate escalations.
- Provide the highest level of customer service possible
- Exercise extremely high vigilance – If you “see something, say something”
- Deal with as many issues as possible without needing to escalate
- Ensure customer staff remain motivated and monitor the health and safety of all members of the customer service team.
Operational Support (pre-event):
- Provide administrational support and assistance to the Operations department in the busy lead up time to the event
- Assist the Operations department in collating and compiling documents and information for the following job areas:
- GP Command and Emergency Management documentation
- Area Manager folders
- Customer Service Booth folders
- Traffic & Transport documentation
- Security Zone Hut Boxes
- Other administrational support as required
GP Command Assistance (at event):
- Take calls in the Event Operations Centre if required.
- Assist in the resolution of issues reported to GP Command.
Governance
Adhere to Corporation policies, procedures, and directives regarding standards of workplace behaviour in completing job duties and assignments.
Conducting every aspect of work in a trustworthy, reliable and transparent manner, and maintaining the highest ethical standards.
Customer Service
Putting internal and external customers first, building strong relationships and ensuring that the approach is responsive to the needs of the internal/external customer.
Encouraging openness and trust by sharing information widely, listening, welcoming constructive challenge and encouraging free dialogue.
Continuous Improvement
Taking initiative to improve operations/services/products and systems so that they are consistent with the Corporation’s strategic direction and values; incorporating innovation and experimentation into daily work.
Health and Safety
To assist the Corporation in meeting its health and safety obligations you will be required to:
- Actively participate in the reporting of hazards, incidents and near misses.
- Take corrective action to address or mitigate any risks or hazardous situations throughout the course of your work.
- Take reasonable care for your own health and safety, and for the health and safety of others.
- Adhere to the Corporation’s various policies, procedures, work practices and standard operating procedures.
- Perform your role in accordance with any specific responsibilities as outlined in the Corporation’s safety management system.
To enable the Corporation to meet its obligations for providing a healthy and safe working environment for you, you must inform your manager of any issues which may impact your ability to safely perform your role.
Qualifications & Experience:
- Experience in customer service
- Experience in trouble shooting and issue resolution
- Experience in event management
- Administration support
- Experience in a similar Event Operations Centre environment is desirable
For a full Position Description, please click here
AGPC has recently implemented a Flexible Work Arrangements Policy and we celebrate and harness diversity, considering it a competitive advantage. We encourage applications from people of all diverse backgrounds.
Our organisation promotes the safety, well-being and inclusion of all our consumers including children and appropriate rigorous reference and background checks will be undertaken.