Your opportunity

We have two exciting opportunities for Customer Care Team Leaders to join our Customer Care Centre, the central hub supporting Westfield customers across multiple channels.

These are hands-on leadership roles where you’ll support the day-to-day operations of the centre, guide a team of Customer Care Specialists, and ensure exceptional customer experiences are delivered at every touchpoint. Working closely with the Customer Care Supervisor, you’ll play a key role in leading from the front – balancing operational delivery with coaching and team support.

Day-to-day you will be responsible for:

• Supporting the day-to-day operations of the Customer Care Centre, ensuring efficient handling of enquiries, issues and escalations
• Leading and guiding Customer Care Specialists, acting as the go-to for operational support and decision making
• Managing escalated customer issues and providing real-time coaching to the team
• Monitoring team performance to ensure SLAs and KPIs are met or exceeded
• Reviewing workload, allocating tasks, and adjusting priorities to meet operational demands
• Collaborating with centre teams (parking, services and operations) to deliver seamless customer experiences
• Ensuring compliance with policies and procedures including privacy, data integrity and documentation
• Contributing to a positive, high-performing team environment and supporting team development

This role is permanent, part-time, based on site at our Parramatta Customer Care Centre. We have two positions available, each working a structured weekly roster:

• Tuesday, Thursday, Friday and Saturday
• Monday, Wednesday, Thursday and Sunday

Shifts are primarily late afternoon and evening, with some finishing as late as midnight.

What sets you apart

We are seeking confident and hands-on leaders who thrive in a fast-paced, customer-focused environment. You will bring experience in customer service or contact centre operations, with the ability to balance operational delivery with supporting and developing a team.

You’re someone who can think on your feet, manage competing priorities, and lead with a positive and proactive approach while maintaining a strong focus on customer outcomes.

You will be:

• A strong communicator who can simplify the complex and build alignment across teams
• Someone who gets stuff done – organised, efficient and able to work independently to deliver results
• Intuitive and able to “read the play”, supporting and guiding team members in real time
• Comfortable leading from the front in a fast-paced, high-volume environment
• Passionate about delivering exceptional customer experiences and driving team performance

About us

Scentre Group owns 42 Westfield destinations across Australia and New Zealand. We create extraordinary places and experiences that connect and enrich communities.

We are focused on our customers and creating more reasons for more people to visit our Westfield destinations more often and for longer.

With approximately 75 professions within our business, our team has the expertise to design, construct, operate, manage and market our Westfield destinations and platforms.

We want to be the place where talent thrives. To support you thriving with us, we promise to respect, inspire and develop you, and that you will do work that matters.

Diversity, equity and inclusion underpins our culture, and our vision is that ‘Everyone Belongs’. We foster a workplace experience where everyone feels valued, supported and motivated to realise their full potential.

We aspire to create a workforce reflective of the communities in which we operate and encourage applications from everyone regardless of age, gender, ethnicity, cultural background, faith, disability, sexual orientation, gender identity or life stage.  If you require support or adjustments during the application process, please contact us confidentially at scentregroupcareers@scentregroup.com.

We offer a range of unique benefits designed to support your wellbeing, career development and lifestyle, including five days paid Life Leave on top of your four weeks annual leave (pro-rated for part-time), 18 weeks gender neutral paid parental leave for primary carers, with no qualifying period and super paid for the duration of the leave period and free parking at your local Westfield destination.

Discover more about working with us.

For more information or if you have any questions, please email scentregroupcareers@scentregroup.com.

Applications close: 24th April 2026 (unless filled prior).