Purpose of the Role
This is a high profile role as an ambassador for the centre with retailers, customers, visitors. Leading by example on the standard of customer service throughout the centre.
Supporting Soft Services Team Leader and Customer Service Manager in the delivering of customer services, including face to face, over the telephone and through digital channels, you will also be integral to the retailers liaison and supporting retailers and building long lasting positive relationship.
Along with confident customer relationship abilities, you will be an excellent communicator, clear decision maker and adept in development in ideas and opportunities.
Key Responsibilities
- Delivery of world class services to all our customers both external and internal
- Be the 1st point of liaison for customers
- Develop strong relationships with the retailers within the centre
- Be an ambassador for the centre brand
- Ensure the delivery of a consistently safe, secure and clean centre
- Take part in coordinating emergency procedures
- Meeting and greeting all of our customers
- Effectively operate all functions from the customer services desk
- Offer information advice and guidance to customers on the mall
- Act as a 1st point of contact for retailers
- Contribute ideas to further develop the customer experience
- Be aware of the developments in customer experience and competition activity in order to ensure The Chimes remains a leader in West London
- Support the development of gift card sales, through corporate relationships and customer awareness
- Working towards achieving targets
- Actively promote the centre and obtain as much customer feedback as possible for continuous improvement
- Support the compliance of all aspects Health and Safety/ quality assurance/ environmental requirements across the centre
- Understand and support the crisis and incident management processes
- Support corporate responsibility objectives including personal support to community projects and activities
- Live the vision of providing the perfect shopping experience for our customers
- Ability to act decisively and remain calm under pressure
- Effective networker and relationship developer, who can contribute to a team based culture
- Ability to champion, support and deliver business initiatives
- Report writing/ presentation skills
- Ability to work unsupervised and take operational responsibility
- You are an ambassador for the centre and for customer service and as such you will actively promote recognition for the team, the centre, and the wider business through your exemplary behaviour.
Skills, Knowledge and Experience
Essential:
-
Retail or sales experience
- Experience of building working relationships across many different levels
- Experience of working in a customer services environment
- Demonstrate excellence in oral and written communication
- Ability to work well with others and continue to deliver results under pressure
- Excellent interpersonal skills and the ability to establish credibility quickly
- A flexible approach and a sense of team work
- Microsoft office skills including, word, excel and powerpoint
Desirable :
-
Previous experience working for a company in the retail/ hospitality sector
- Customer service qualification
- The ability to work in a target driven role
Working Hours - 15 hours per week on a rota basis
Please see our Benefits Booklet for more information.
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