Purpose of the Role
To ensure that the Centre is a safe and welcoming environment to all customers, tenants and visitors. Act as an initial point of contact for visitors to Castle Quay at the Customer Service Desk. Ensure excellent standards of customer care is delivered at all times individually and from the Customer Service Team, whilst promoting a family friendly environment.
Key Responsibilities
- Ensure the overall effectiveness and efficiency of the customer care provision including working closely with the on-site Cleaning and Security Team to ensure the consistency and high standards for customers and tenants.
- Act as an ambassador and front line service, ensuring yourself and the team demonstrate excellent customer services to all customers, tenants and retailers.
- At all times communicate professionally and concisely via the radio, in line with company procedures, and via marketing teams bespoke platforms (for example What's App and social media)
- Pro-actively assist customers at all times, involving assisting customers and retailers with their enquiries and escalating where necessary.
- Act upon customer comments, complaints and queries, in line with company procedure.
- Ensure regular visits to store managers, to enhance communication with centre management team and build effective relationships to the benefit of the centre as a whole.
- Assist Retail Liaison in providing advice and guidance to retailers as and when required by Centre management including but not limited to notifications of Environmental targets, store performance, marketing events and key information from tenant meetings. Checking that communications are effective and pertinent to the store.
- Monitor and where applicable manage all mall space / commercialisation activities within the centre, including reporting, in conjunction with Retail Liaison.
Promoting a Family Friendly Environment
- Proactively monitoring the centre and external areas; identifying H&S, security and maintenance issues that may adversely affect customer service,operations and the environment.Reporting any observations for improvements to Retail Liaison and Centre Manager.
- To assist with the implementation of the Centre's Emergency Plan and Evacuation Strategy in the event of an emergency.
- Act as the first point of call and initial response, to incidents reported to Customer Services desk recording and escalating to Control room, as appropriate.
- Escalate incidents as appropriate, ensuring timely involvement of the appropriate individuals.
- Investigate incidents, ensuring correct documentation and audit trail.
- Manage customer responses and deal appropriately with unacceptable customer behavior, in line with the Centre procedures and training.
- Ensure all aspects of health and safety are followed, in particular those identified within the personnel and procedures manual.
- Ensure health and safety compliance and that the Customer Services team are working safely, highlighting issues that require further action.
- Proactively work with the enforcement agencies, assisting in and accompanying visits.
- Manage the day to day operation, working closely with other teams within the Centre, to ensure high standards of cleanliness and Centre appearance in order to exceed customer expectations.
- Actively promote Centre events and assist in the set-up, smooth running and break down of promotions and events, as needed.
- Undertake a policing role for promotions and events, ensuring health and safety compliance at all times.
- Ensure customer, visitor, employee and retailer safety at all times.
Car Park Bookings
- Manage the contracted booking of Car Park permits, in line with the company policies and procedures.
- Proactively assist customers within the car park environment.
Retailers
- Support Retail Liaison in providing advice and guidance to retailers as and when required.
- Assist Retail Liaison in developing positive relationships with all retailers.
- Support retailer promotions and special events, in line with the Retailer Handbook.
- Ability to present at Retailer meetings and contribute to discussion groups on improvements, measuring performance and communicating with skill and empathy.
- Ensure the effective communication, working in partnership with Retail Liaison to ensure consistency and high standards of delivery, at all times.
- Effective Communication with the Cleaning and Security Services and cascade information, where appropriate.
Secondary Duties
- Adhere to all company policies and procedures.
- Undertake any other duties, as may be reasonably be required.
- Comply with any legislation and statutory requirements, relevant to your role in the centre.
- Undertake ad hoc projects as requested by your line manager.
- Undertake training, as required by the centre.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.
Working Hours - 40 hrs 9.00-17.00 - 5 out of 7 days
Salary - £26,000
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Please see our Benefits Booklet for more information.