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Form of work
SalaryPurpose of the Role
As the Customer Services Assistant you will ensure exemplary standards in communication to our customers, retailers and team members and be an ambassador for World Class Service delivery within the Derbion centre.
Key Responsibilities
- To provide a presence on either the Centre’s Customer Service Desk / Reception
- Courteous communication skills are required to liaise with members of the public and retailers.
- Meet and greet visitors in a friendly and professional manner delivering world class service
- Maintaining a smart and well-groomed appearance meeting our uniform standards
- Manage the switchboard in a professional and effective manner answering all calls adhering to company policy
- Collect, read and distribute post, organise outgoing mail and couriers as required
- Maintain clean and tidy reception area
- Update telephone list and key holder register
- Prepare centre staff management movements report on a weekly basis
- Maintain the computer filing system, carrying out regular housekeeping and archiving
- Update centre management notice board
- Assist with community bookings and requests
- Manage uniform orders and requests
- Manage and maintain the car parking system and deal with any enquires, including daily and monthly reports, refunds, monitoring the car park inbox and dealing with car park passes.
- Manage conferencing bookings and prepare meeting rooms. Including ensuring that rooms are paid for by issuing invoices and raising workflows.
- Booking travel arrangements on a adhoc basis for managers
- Be responsible for the monthly stationery order
- Taking the initiative in assisting customers
- Being able to interpret customers’ needs and deliver meaningful advice
- Ensuring a good knowledge of all facilities and processes in order to deal with customer’s queries, complaints and compliments in line with company procedure
- Demonstrate the ability to deliver a first-class customer experience and have good written skills for social media and customer communication
- Ensure that customer comments are recorded and ensure that customer feedback is passed onto management
- Having pride in the centre; and helping to maintain its high standards in all that you do
- Taking care of own and others health and safety
- Being observant at all times, and reporting any suspicious packages or persons immediately
- Report any security incidents to Security Control
- To liaise with all other departments, as appropriate.
- Support Centre events and initiatives by advising customers of upcoming activity and events in the Centre.
- Process Paypoint parcels in timely manner
- Meet gift card targets in line with company expectations.
- Correct processing of the gift card scheme maintaining files/records as required and ensuring targets are met.
- Correct cashiering procedures to be followed at all times
- Be “eyes and ears” of the mall ensuring that the centre is presented in the best possible way and that any defects are reported and resolved quickly and efficiently.
- Handling any queries with regards to “lost persons” or lost property.
- Support all marketing initiatives on site as required
- Making Customer Service suggestions for improvement
- Achieving Customer Service performance standards
- To undertake ad hoc admin duties as required by Centre Management team
- Increasing your knowledge and skills through education and training
Skills, Knowledge and Experience
- Reception and/or switchboard experience
- Proven practical office experience and excellent keyboard skills
- Sound level of education, good written skills
- Excellent customer relations and good communications skills
- Fully computer literate: Word, Excel, Outlook, PowerPoint (desirable but not essential)
Competencies and Attributes:
- Highly professional and efficient
- Strong organisational and Customer Service skills
- Fast and responsive – working to strict deadlines
- Ability to multi-task, solve problems and work efficiently under pressure
- Ability to communicate effectively at all levels
- Motivated, proactive attitude, ability to work on own initiative
- Utmost discretion when dealing with all sensitive and confidential information
- Flexible, helpful attitude
- High standard of professional grooming
- Ability to listen and willingness to learn
- Committed, motivated and passionate about our people and our company
- Demonstrable background in Customer Service
- High level of integrity
- Experience in monitoring social media
Working Hours - 40 hours/week 5 out of 7 days during centre opening hours with 1 hour unpaid break
Salary - £23,880.00
#LI-DNI
Please see our Benefits Booklet for more information.
