Purpose of the Role
As a Customer Service Officer at Buchanan Galleries, you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all time to visitors, colleagues, retailers and visiting contractors. You will assist with the smooth running of the shopping centre and assist in any emergency situation which may occur. This involves providing visible security cover to the centre, handling enquiries and customer concerns, monitoring CCTV (where appropriate by suitably trained and licensed staff) and controlling contractors and deliveries to the site.
Key Responsibilities
Responsible to: Security Manager
Main Duties - Security
To work the hours and shifts in accordance with conditions of employment
To undertake regular patrols of the centre as instructed by Centre Management
To carry out duties in accordance with Assignment Instructions issued by Centre Management
To comply fully with the Health and Safety Policy of the centre
To ensure that the requirements of the Fire Regulations are strictly complied with at all times
To ensure that the Rules and Regulations of the centre are complied with at all times
Ensure that all incidents are reported and logged in the incident log
Ensure that contractors on site adhere fully to the centre procedures for contractor management
Ensure that the Centre is a safe place for visitors
To assist with enquiries from the public and retailers
To attend and undertake all training as specified by centre management
To be aware of hostile reconnaissance and report any unusual activity immediately
To be aware of and abide by all rules, terms and conditions of the company
Main Duties – Customer Service
To have the customer’s welfare and visiting experience at the forefront of your mind, ensuring that you provide the best customer service at all times
To ensure that you provide a friendly welcome to every customer when covering ‘door’ duties
To ensure that retailers are treated with respect and courtesy and that a professional working relationship is maintained
Undertake any training in Customer Service Best Practice, as and when required
Act as a Brand Ambassador for Buchanan Galleries at all times
Skills, Knowledge and Experience
Essential
In order to comply with the Security Industry Act 2001, officers must hold a valid SIA Security Licence and where necessary a Public Space Surveillance Licence
Reliable, helpful and well-presented and with excellent people skills.
Ability to work in a team, or alone under the direction of Centre Management.
Team player with strong customer service skills, able to provide a helpful and polite service, by telephone, email and in person.
Pleasant manner and efficiency in relaying messages and taking instructions.
Excellent communication skills.
Ability to deal with confidential information.
A calm disposition.
Able to work under pressure to deadlines.
Careful and conscientious with an aptitude for attention to detail.
Confident enthusiastic personality – the role involves retailer liaison to improve and maintain communications between centre management and tenants.
Observant
To be able to work the hours and shifts in accordance with conditions of employment.
Site Benefits
Free parking
Discretionary annual Bonus
Desirable
To have good working knowledge of the Centre, and it’s retailers, and the city centre. Also to have a good understanding of local city centre amenities to help with tourism, retail, accommodation and transport enquiries, and/or the skills to source relevant information quickly and efficiently.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as deemed necessary from time to time.
Working Hours
40
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