Purpose of the Role

This is a high-profile role as an ambassador for the centre with retailers, customers and visitors, leading by example on the standards of customers service throughout the centre. Supporting the Duty Manager and Customer Services Manager in the delivery of customer services, including face to face, over the telephone and through digital channels. You will also be integral to the retail liaison and supporting retailers and building long lasting positive relationships, along with confident customer relationship abilities, you will be an excellent communicator, a clear decision maker and adept in the development of ideas and opportunities

Key Responsibilities

• Delivery of World Class Service to all our customers both external and internal.
• Be the first 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 our customers.
• Effectively operate all functions from the guest services desk.
• Processing Yodel collections, deliveries and returns.
• Offer information advice and guidance to customers on the mall.
• Act as first point of contact for Retailers.
• Contribute Ideas to further develop the Customer Experience.
• Be aware of developments in Customer Experience, and competition activity to ensure The Chimes remains a leader in West London.
• 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 of Health & Safety / Quality Assurance / Environmental requirements across the Centre.
• 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 within 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 an ability to establish credibility quickly.
• A flexible approach and a sense of teamwork.
• MS Office skills including word, excel & 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 - 8 Month FTC - 4 on 4 off, 6 hours shifts (Sundays 4hrs).

Salary - £12.29 per hour

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Please see our Benefits Booklet for more information.