LOCATION: The Forge
SHIFT PATTERN: 5 days over 7, 40 hours per week
PAY RATE: £13.09 per hour
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!
ROLE OVERVIEW AND PURPOSE
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!
Job Purpose:
The Customer Service Officer is responsible for providing a welcoming, professional and high-quality customer service experience to all visitors, retailers and stakeholders within the shopping centre.
The role acts as a key point of contact for customers, assisting with enquiries, providing information about the centre and its facilities, supporting centre promotions and events, and helping to ensure that visitors have a positive and enjoyable experience.
Key Responsibilities
Customer Service
- Welcome and assist customers in a friendly, professional and approachable manner.
- Respond to customer enquiries in person, by telephone and through other communication channels.
- Provide accurate information regarding stores, facilities, centre services, opening hours, promotions and events.
- Assist customers with directions and general information about the shopping centre.
- Handle customer complaints and concerns professionally, escalating issues to the appropriate manager where necessary.
- Provide support to customers who may require additional assistance, including elderly customers, families and visitors with accessibility needs.
- Maintain a high standard of customer service at all times.
Centre Operations
- Maintain a strong knowledge of the shopping centre, its retailers, facilities, services and current promotions.
- Report maintenance, cleaning, security or health and safety issues to the relevant department.
- Assist with lost property procedures and maintain appropriate records.
- Support emergency procedures and follow the centre's health and safety policies.
- Monitor customer areas and report any issues that could affect the customer experience.
- Work closely with security, cleaning, facilities and centre management teams to resolve customer-related issues.
Events and Promotions
- Support the delivery of centre events, campaigns and promotional activities.
- Provide customers with information about current offers, activities and events.
- Assist with event set-up, customer engagement and other promotional activities as required.
- Encourage positive customer engagement with centre initiatives.
Administration
- Maintain accurate records of customer enquiries, complaints, lost property and other relevant information.
- Assist with customer feedback surveys and reporting.
- Monitor and respond to customer feedback in line with centre procedures.
- Complete daily tasks, checklists and reports as required.
- Ensure the customer service desk and surrounding areas are clean, tidy and professionally presented.
Person Specification
Essential Skills and Experience
- Previous experience in customer service, retail, hospitality, leisure or a similar customer-facing environment.
- Excellent communication and interpersonal skills.
- A friendly, approachable and professional manner.
- Ability to remain calm and professional when dealing with challenging situations.
- Strong problem-solving and organisational skills.
- Ability to work effectively as part of a team.
- Good attention to detail.
- Basic computer and administrative skills.
- Ability to work flexibly, including weekends, evenings and public holidays where required.
Desirable
- Experience working within a shopping centre, retail environment or visitor attraction.
- Experience dealing with customer complaints and difficult situations.
- Knowledge of local services and the surrounding area.
- First aid or emergency response training.
Key Competencies
- Excellent verbal and written communication
- Professional and positive attitude
- Teamwork and collaboration
- Reliability and punctuality
- Ability to work under pressure
- Strong interpersonal skills
Working Relationships
The Customer Service Officer will work closely with:
- Retailers and store teams
- Cleaning and facilities teams
- Marketing and events teams
- Contractors and external service providers
- Members of the public and visitors
Performance Measures
Success in the role will be measured through:
- Customer satisfaction and feedback
- Professional handling of enquiries and complaints
- Quality and accuracy of customer information provided
- Effective communication with retailers and centre teams
- Compliance with centre policies and procedures
- Contribution to a welcoming, safe and positive shopping environment
- Reliability, teamwork and overall performance
