Customer Services Host

About The Role
At the Darwin Shopping Centre we strive to deliver the ultimate destination and experience by creating a real point of difference through value, brand assortment, a beautiful location and world class service. We work tirelessly to create extraordinary experiences through our Flair for Hosting, Motivation and Keen Eye for Detail.

The role of the Customer Services Host is to work within our team and positively contribute to our customers enjoyment, welfare and experiences while they are visiting our centre. We have both a duty and responsibility to ensure we are always striving to exceed expectations, being vigilant and have a never walk by approach across all areas.

We work together as One Team and a within this job opportunity comes growth opportunity and training. The ideal candidate will have a desire to grow into the security team on site. Full internal and external training will be provided for the right candidate. Completing all security training will lead to an increase to £11.79 per hour.

A Flair for Hosting:

• Be an leader in Customer Service, leading the centre team by example and be empowered and accountable in supporting others to deliver
• Greet customers, colleagues and residents of Shrewsbury Shopping Centres to our centre with natural warmth and friendliness, making everyone feel welcome and at ease
• Maintain a positive, empathetic and professional attitude
• Host customers and colleagues indoors and outdoors during all seasons of the year
• Communicate with customers through various channels including face to face, telephone, email and social media
• Acknowledge and resolve customer feedback and complaints
• Communicate and coordinate with colleagues effectively
• Going above and beyond in planning travel, researching events and acting as the Information Centre for the Darwin Shopping Centre and the surrounding area
• Provide support and reassurance to customers with additional needs

Motivation:

• Continue to grow a culture of a customer focused experience as the front driver for everything we do
• Be open to new ways of thinking and doing
• Drive innovation and implement improvement; communicating with honesty any feedback from customers, colleagues and yourself
• Be proactive in researching new trends and competitors in service excellence, and sharing findings with the team
• Grow our competitive edge to be the best, ensuring the continuation of our success and building Darwin Shopping Centre as a leader in customers experience
• Embrace our values and be willing to share new ideas and opinions in a positive manner and challenge others' views constructively
• Maximise opportunities for self-development, actively seek opportunities to acquire new and relevant skills and knowledge
• Take the initiative to produce work to a consistently high standard in a thorough and timely manner, with minimal supervision
• Take ownership for the success of the centre

Keen Eye for Detail:

• Strive to exceed expectations, deliver world class customers service and be accountable for the customers experience at the Darwin Shopping Centre
• Build strong working relationships with the Incentive FM and client on site and place high value on rewarding and recognising excellence in behaviours
• Respond promptly to customers enquiries
• Be accountable and follow up on any communication made to colleagues or management
• Drive excellence in centre standards by effectively managing our spaces and relationships with other teams to deliver consistently and without compromise
• Lead centre colleagues on evolutions in standards as they occur and hold them accountable in delivery as you would yourself
• Ensure uniform is clean pressed and personal appearance is to a high standard
• Be empowered to challenge any slip in standards or processes not aligned with Customers.

Other Duties and Responsibilities:

• Be confident to work alone
• Follow the Lost & Found property, Child Safety procedures and be vigilant in all handover communications
• Perform additional reasonable requests from line manager with a positive attitude
• Assist with Centre events and celebrations including those that may be happening outside normal working hours
• Attend training and awareness workshops, team meetings and centre team days as and when required

Qualifications & Experience

• Educated to GSCE level or equivalent
• Clear understanding of Customer service excellence
• Experience in a customer-facing role
• Experience in a customer excellence role
• Experience in Microsoft Office functions
• Confident communicator
• Enthusiastic
• Genuine desire to assist customers
• Excellent telephone manner and written English
• Effective time management skills
• Excellent organisational skills
• Knowledge of IT
• Flexible and willing to adjust to needs of the business

About The Company
OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services including Cleaning, Catering, Security, Technical services, Energy Management and compliance, front of house, landscaping, logistics, waste management and pest control services to the public and private sectors and our mission is to make people and places the best that they can be.