"My love for customer service was the most important capability"

We want to be the place for talent to thrive and that includes fostering our people’s professional growth and continuously providing new opportunities so our team achieves their full potential.

Addison McGovern, our National Customer Contact Manager, leads a dynamic team of 65 dedicated professionals who work in the Customer Centre. Located in Westfield Parramatta, our Customer Care Centre operates from 7am to midnight every day, providing customer support for parking intercom calls, online enquiries and membership services.

Addison shares how his passion for customer service and willingness to explore new opportunities led him from the shop floor to leading our Customer Care Centre.

Addison McGovern with a customer

I basically grew up working for a large retailer moving through the ranks to become a Store Manager in various locations across NSW. In my last Store Manager role I was also managing online fulfillment for the region gaining experience in e-commerce as well as physical retail operations.

I have always been extremely passionate about customer service and it has become ingrained in everything I do. I drive my partner nuts when we go shopping because I can’t help but adjust the clothes on racks in every store we go to!

When I was working in retail, I often met with the Westfield Centre Management teams and could see the genuine commitment they had to the customer which is what ultimately led me to apply for the Services Manager role at Westfield Parramatta. I knew I could continue to build my customer service skills in a new industry and within a company that has a wide range of career opportunities.

In just four years, I have already had a varied career at Scentre Group.

Following the Services Manager role, I took a secondment opportunity as Retail Manager at Westfield Chatswood, before being offered the position permanently at Westfield Penrith.

I thrived at Westfield Penrith. With an incredibly supportive Centre Manager I learnt a lot and discussed my future career plans – to become a Centre Manager. Knowing this, my manager actively sought development opportunities to support me, including acting as Centre Manager at one point in time.

Later, my manager moved into a support office role and approached me to join her team as an Operations Manager. I was pleased she had thought of me and was still advocating for my career, but it wasn't a quick decision. I was on the path to becoming a Centre Manager and this opportunity was not the obvious path.

With some further reflection I decided to take the opportunity and I am so glad I did! The role allowed me to expand my network and grow my personal brand across the business.

Most recently, I have taken on the National Customer Contact Manager role, leading our Customer Care Centre. At first, I was apprehensive about applying for the role as I didn’t think I had all the technical skills, but I realised my experience working in our Westfield centres and my love for customer service were the most important capabilities to be successful.

My core focus at the moment is continually improving the Westfield customer experience across all touchpoints outside of the physical experience – and I’m loving it. I’m not a Centre Manager but I’m still building my skills and capabilities, and I know at Scentre Group the opportunity is always open.

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