Customer Service Officer

JOB TITLE: Customer Service Officer

REPORTING TO: Facilities Manager

LOCATION: Manor Walks shopping centre, NE23 6UT

HOURS: 40 hours per week

SHIFT PATTERN: 5 out of 7 days

PAY RATE: £10.81 per hour

ROLE OVERVIEW AND PURPOSE

Customer Service Officer will ensure exemplary standards of Security and Customer Service are always provided to the client and visitors to the site. The role will be the public face of the security team and should always act with professionalism. A can-do attitude is essential in this highly influential role.

KEY RESPONSIBILITIES

• Interact with all visitors/tenants within the shopping centre, delivering first class customer focused service.
• Carry out regular patrols of the shopping centre as detailed in the site Assignment Instructions, being always proactive.
• Continuously look for opportunities to be of assistance to visitors at the shopping centre, proactively helping wherever opportunities arise.
• Safeguarding all the sites are safe and non-threatening environment for all visitors/tenants.
• Ensuring all incidents are managed in accordance with site policies and procedures.
• Liaising with site control room proactively reacting to incidents and ensuring colleagues are fully briefed and always supported.
• Ensuring any unsecure areas of the site are reported to Control Room immediately and action taken to resolve.
• Able to record/log all non-conformances and emergencies with the appropriate control room operatives.
• Deal efficiently and effectively with all emergencies ensuring the Centre team are kept fully informed
• Intelligent understanding of human behaviour, monitoring and surveillance of suspect individuals, logging, and reporting incidents in line with site/company polices.

• Maintain vigilance and highlight/manage unauthorised access by banned individuals. • Undertake any other reasonable duties as required to meet the needs of the business.

• Ensure a timely response to all security issues and events.
• Complete all training requirements as requested by line manager.
• Be available to cover at least 1 additional shift per month if requested to cover absence/annual leave.

REQUIRED SKILLS AND EXPERIENCE

• Be professional, friendly, courteous, and helpful whilst carry out duties to the highest standard.
• One team approach.
• Take ownership of all situations to ensure tasks are completed or escalated when necessary.

ESSENTIAL SKILLS:

• Excellent organisational skills with the ability to balance competing priorities and workloads
• Excellent written and verbal communication skills
• Able to work unsupervised and take responsibility
• Able to remain calm under pressure
• Adaptable and flexible in approach to work required
• Willingness and ability to work as a member of a team
• Excellent observational skills