Address
Form of work
SalaryPurpose of the Role
As a Customer Services Assistant within our busy Shopmobility team, you will be a customer-focused individual providing exceptional levels of service at all times. You will be able to deliver exemplary standards of communication and demonstrate the ability to work within a team.
Key Responsibilities
- To work the hours and shifts in accordance with conditions of employment.
- To carry out duties in accordance with instructions issued by the Community & Commercialisation Manager.
- To comply fully with the Health & Safety Policy for the Centre.
- To ensure that the requirements of the Fire regulations are strictly complied with.
- To ensure that the Rules & Regulations of the Centre are complied with at all times.
- To assist and undertake all Shopmobility relevant tasks.
- Ensure that the Centre is a safe and pleasant environment.
- Courteous communication skills are required to liaise with members of the public and retailers.
- To log complaints, compliments, incidents, lost property etc. in the correct database as quickly as possible when required.
- To assist with lost cars, children and families when required.
- To liaise with all other departments as appropriate.
- Having pride in the centre, helping to maintain its high standards in all that you do.
- Being able to interpret customer needs and deliver meaningful advice.
- Providing a quality, efficient and friendly service.
- Taking the initiative in assisting customers.
- Ensuring a good knowledge of all facilities and processes in order to deal with customer queries, complaints and compliments in line with company procedure.
- Taking care of your own, and the health and safety of others.
- Being observant at all times and reporting any suspicious packages or persons immediately.
- Maintaining a smart and well-groomed appearance meeting our uniform standards.
- To proactively engage with customers throughout the Shopping Centre providing assistance direction and deliver exceptional standards of customer service.
- Ensure that customer comments are recorded and ensure that customer feedback is passed to line management.
- Ensure that a positive imagine of the centre is displayed at all times.
- Correct procedures to be followed at all times.
- Dealing with any customer/visitor enquiry in a professional, friendly way.
- Handle and resolve customer complaints in a professional way ensuring information is then passed on the relevant person.
- Process accident/incident reports as required in a timely and accurate manner.
- Report any security incident through the appropriate channel.
- Undertake any further duties as requested by the management team.
- Increasing your knowledge and skills through education and training .
Skills, Knowledge and Experience
Candidates will be required to demonstrate the following:
Essential
- Ability to demonstrate high levels of customer service at all times.
- High level of integrity.
- Ability to work on your own or as part of team.
- Ability to deal with demanding situations.
- Actively solve problems when presented.
- Reliable and flexible/supportive team player.
- Attention to detail/vigilance.
- Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
- Honest and reliable work ethic.
- Willingness to partake in on-site training.
- Excellent organisational, interpersonal and communication skills.
- Willingness to adopt a flexible approach to work patterns and work weekends/evenings as and when required.
- Willingness to undertake additional training and career development.
- Well presented.
- Accurate record keeping with good attention to detail.
Desirable
- NVQ Level 2 Customer Service or equivalent
- Good communication skills both verbal and written
Working Hours - 24 hours per week over a 4 week rota: Week 1 - Thursday & Friday. Week 2 - Monday, Friday, Saturday & Sunday. Week 3 - Thursday & Friday. Week 4 - Monday, Thursday, Saturday & Sunday.
Salary - GBP23,083 (FTE) - GBP13,851 (Pro rata)
Please see our Benefits Booklet for more information.
