Purpose of the Role
As the Guest 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 Trafford Centre.
Your daily routine will vary so the ability to adapt to an ever-changing environment with an emphasis on proactive engagement is a must. Our Customer Services team is on hand to help our customers with any query they have, we are on hand to proactively assist our customers face to face, telephone, and digital platforms. Adhering to our Customer Service Operations Manual, you will show resilience, empathy, self-awareness, and a growth mindset in this role.
Key Responsibilities
This role will include a variety of tasks including the following:
- Courteous communication skills are required to liaise with members of the public and retailers.
- Critical thinking and innovation to identify improvements in service and process.
- To log all complaints, compliments, incidents, lost property etc. into the correct database as quickly as per standard operating procedure.
- Responding to social media and webmail enquires on a digital platform.
- To assist with lost cars, children and families.
- To liaise with all other departments and offer assistance across all disciplines when a training opportunity presents itself.
- Having pride in the Centre; and helping to maintain its high standards in all that you do through a proactive mall presence and clear communication.
- 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 aware of the current threat levels within the UK
- Maintaining a smart and well-groomed appearance meeting our uniform standards.
- To provide a presence on the centre’s customer service desks and throughout the mall
- Support centre events and initiatives by advising customers of upcoming activity and events in the centre.
- Liaise with retailers and Retail Liaison Manager as part of the centre’s retailer liaison programme.
- Ensure that a positive image of the centre is displayed at all times.
- Meet and understand department KPI’s. Ensure you are taking it upon yourself to read emails and check the notice boards.
- 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.
- Handle and resolve customer complaints in a professional way; ensuring information is then passed on to the relevant person.
- Report any security incidents to security control and logging with the platforms provided. Utilise and have confidence with radio’s and all related communications.
- Undertaking any further duties as requested by the supervisory or management team.
- Provide a mobility service with an additional support for hidden disabilities.
Skills, Knowledge and Experience
Person specification:
Good verbal and written communication skills across all disciplines
Capability to work unsupervised and take responsibility when necessary.
Aptitude to remain calm under pressure.
Flexible/can do attitude.
Smart appearance.
Dynamic, outgoing, and enthusiastic
Qualifications and experience:
Essential:
You will have proven and demonstrable experience of working in a fast-paced customer service environment.
You will have strong communication skills with a confident telephone manner and the ability to build a quick rapport with the customer.
You will be always polite and professional and have a willingness to go the ‘extra mile’ to exceed customer expectations.
Demonstrate high levels of self-motivation and initiative to effectively problem solve.
Focus on targets and goals both individual and that of the team.
Desirable:
Excellent administration skills with the ability to use Microsoft Office programmes
Proactive experience customer facing leisure, arts or entertainment industry
Working Hours - 16 hours per week. Monday and Friday 13:45-22:15 (30 minutes paid break, 30 minutes unpaid break)
Salary - £12.60 per hour
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Please see our Benefits Booklet for more information.
