Customer Services Supervisor

Customer Service Supervisor

At ICC Sydney, Australia's leading convention, exhibition and entertainment precinct, we are a community of passionate professionals dedicated to putting our people first. As part of our close-knit team, you'll help deliver unforgettable events and experiences in a space that fosters creativity and collaboration.

We prioritise inclusivity and support, creating an environment where every team member can thrive. If you need any adjustments during the recruitment process, don't hesitate to reach out to our team at careers@iccsydney.com or call 7188.

We are looking for a passionate, resilient, and highly flexible Customer Service Supervisor ready to lead and inspire a team in a world-class venue. ICC Sydney is looking for an experienced leader to join our upbeat, friendly, and dedicated team of event professionals.

You'll be a critical first point of contact for our diverse guests and event stakeholders, ensuring seamless operational success across over 700 events annually. The nature of the events industry means your schedule will vary so expect a 7-day rotating roster with early morning starts and late evening finishes. We thrive on this dynamic environment and need a supervisor who genuinely embraces the variety of shifts and challenges that comes with it. If you love the idea of a role where no two weeks are exactly alike, and you're committed to delivering extraordinary service whenever our customers need it, then this is for you!

You'll be joining a high-performing team welcoming over 1 million guests a year. If you enjoy variety and thrive on flexibility, you'll love the fast-paced, ever-changing environment we offer.

ICC Sydney offers more than just a job – we provide the chance to be part of something extraordinary. We create world class experiences while fostering a collaborative, inclusive culture where your ideas and skills are valued.

As part of our team, you'll help deliver unforgettable events and experiences while enjoying a range of exceptional benefits, including:

• Free and fresh daily meals.
• Heavily discounted car parking and dry cleaning.
• Additional and generous leave opportunities including paid wellbeing leave, volunteer leave and parental leave.
• Purchased leave, novated leasing and salary sacrificing options.
• Access to exclusive health insurance offers and an executive superannuation arrangement.
• Team social events; regular companywide meetings and networking, annual awards night, social clubs and committees and diversity and inclusion activations.
• Access to discounted or complimentary event tickets.
• A coffee and pastry on us, on your birthday.
• Regular professional development and learning opportunities.
• We encourage your work life balance and offer flexibility to suit you.
• As an international company, ASM Global can offer future career opportunities throughout our global network of venues.
• CBD location close to public transport and in the heart of the Darling Harbour precinct.

ICC Sydney is committed to prioritising equitable, sustainable and innovative practices for all team members and visitors. This includes people with all abilities, First Nations Peoples, people across all generations, LGBTQIA+ individuals, new Australians, parents and carers, and families of all structures. Our diverse, passionate team drives a culture of collaboration, inclusion and service excellence.

You will bring your extensive customer service experience from a large-scale venue and combine it with your passion to deliver extraordinary events at ICC Sydney. A positive attitude, resilience, strong customer service and communication skills, as well as the ability to establish good working relationships are essential to succeed in this role.

In addition to this, you will also:

• Take an active role in supervising and performance managing a large team of casual ushers.
• Lead and assist daily changes to the usher roster based on event needs.
• Flexible and available to work across a 7 day rotating roster including early morning and afternoon/evening shifts across multiple customer service desks.
• Deliver business centre services for our clients and guests.
• Learn and perform the role for Exhibitor Services to our exhibition clients and guests.
• Ensure that administrative tasks are completed daily, including daily event reports, post event reports, incident reporting and accurate briefing sheets.
• Assist in managing crowd flows to ensure the front of house delivery is conducted in a safe and efficient manner.
• Previous Customer Service Supervisor experience.
• Valid working rights in Australia.
• You must be 18 years or over.

If this sounds like the right role for you, we look forward to receiving your application. At ICC Sydney, we trust your resume covers your skills, but we're also looking for like-minded passionate, and friendly people to continue to build on our strong culture. Should your application progress, you will be invited to attend an interview.

To be eligible for employment you must have valid working rights in Australia.

Relevant screening checks will be conducted as part of the recruitment process. This includes a National Police Background Check for successful candidates. You will also be required to show proof of identity that meets the 100-point check. Shortlisted candidates may also be required to complete an appropriate and relevant health assessment as part of the recruitment process.