LOCATION: The Forge
SHIFT PATTERN: 5 days over 7, 40 hours per week
PAY RATE: £13.09 per hour
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com. We're here to help!
ROLE OVERVIEW AND PURPOSE
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com . We're here to help!
Job Purpose:
The Customer Service Officer is responsible for providing a welcoming, professional and high-quality customer service experience to all visitors, retailers and stakeholders within the shopping centre.
The role acts as a key point of contact for customers, assisting with enquiries, providing information about the centre and its facilities, supporting centre promotions and events, and helping to ensure that visitors have a positive and enjoyable experience.
Key Responsibilities
Customer Service
Welcome and assist customers in a friendly, professional and approachable manner.
Respond to customer enquiries in person, by telephone and through other communication channels.
Provide accurate information regarding stores, facilities, centre services, opening hours, promotions and events.
Assist customers with directions and general information about the shopping centre.
Handle customer complaints and concerns professionally, escalating issues to the appropriate manager where necessary.
Provide support to customers who may require additional assistance, including elderly customers, families and visitors with accessibility needs.
Maintain a high standard of customer service at all times.
Centre Operations
Maintain a strong knowledge of the shopping centre, its retailers, facilities, services and current promotions.
Report maintenance, cleaning, security or health and safety issues to the relevant department.
Assist with lost property procedures and maintain appropriate records.
Support emergency procedures and follow the centre's health and safety policies.
Monitor customer areas and report any issues that could affect the customer experience.
Work closely with security, cleaning, facilities and centre management teams to resolve customer-related issues.
Events and Promotions
Support the delivery of centre events, campaigns and promotional activities.
Provide customers with information about current offers, activities and events.
Assist with event set-up, customer engagement and other promotional activities as required.
Encourage positive customer engagement with centre initiatives.
Administration
Maintain accurate records of customer enquiries, complaints, lost property and other relevant information.
Assist with customer feedback surveys and reporting.
Monitor and respond to customer feedback in line with centre procedures.
Complete daily tasks, checklists and reports as required.
Ensure the customer service desk and surrounding areas are clean, tidy and professionally presented.
Person Specification
Essential Skills and Experience
Previous experience in customer service, retail, hospitality, leisure or a similar customer-facing environment.
Excellent communication and interpersonal skills.
A friendly, approachable and professional manner.
Ability to remain calm and professional when dealing with challenging situations.
Strong problem-solving and organisational skills.
Ability to work effectively as part of a team.
Good attention to detail.
Basic computer and administrative skills.
Ability to work flexibly, including weekends, evenings and public holidays where required.
Desirable
Experience working within a shopping centre, retail environment or visitor attraction.
Experience dealing with customer complaints and difficult situations.
Knowledge of local services and the surrounding area.
First aid or emergency response training.
Key Competencies
Customer focused
Excellent verbal and written communication
Professional and positive…