Address
SalaryPurpose of the Role
To assist with the smooth running of the shopping centre and to assist with all emergency situations when they occur. This includes providing visible mall support within the Centre, handling enquiries and customer concerns, hiring of Fun Buggies and wheelchairs, and the sale of Merry Hill Gift Cards.
Main Duties and Responsibilities
Courteous communication skills are required to liaise with members of the public and retailers.
Demonstrate World Class customer service at all times.
To log all complaints, compliments, incidents, lost property etc into the correct database as quickly as possible.
To assist with lost cars, children and families.
To assist with Reception, Meeters’ & Greeters, mall guides and post when required to do so.
To liaise with all other departments, as appropriate.
Having pride in the centre; and helping to maintain its high standards in all that you do
Being able to interpret customers’ needs and deliver meaningful advice
Providing a quality, efficient and friendly service
Taking the initiative in assisting customers
Making customer service suggestions for improvement
Achieving customer service performance standards
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
Taking care of own and others health and safety
Being observant at all times, and reporting any suspicious packages or persons immediately
Maintaining a smart and well groomed appearance meeting our uniform standards
Excellent communication skills
Competent computer skills
Key Responsibilities
- To proactively engage with customers throughout the shopping centre providing assistance, direction and deliver exceptional standards of customer service
- To provide a presence on the Centre’s Customer Service Desk, assisting with queries from shoppers, selling gift cards, deal with retailer queries and handle parking ticket queries.
- Ensure that customer comments are recorded and ensure that customer feedback is passed onto line management.
- Support Centre events and initiatives by advising customers of upcoming activity and events in the Centre.
- Liaise with retailers as part of the Centre’s retailer liaison programme.
- Ensure that a positive image of the centre is displayed at all times.
- 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.
- Dealing with any customer/visitor enquiry in a professional, friendly way.
Skills, Knowledge and Experience
Candidates will be required to demonstrate the following:
Essential
- Demonstrable background in Customer Service
- Sound level of education
- High level of integrity
- Attention to detail
- Good attendance record
Working Hours - 24 Hours per week, Friday – Monday, 4 X 6 hour shifts
Salary - £11.44 per hour
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Please see our Benefits Booklet for more information.
