Customer Service Officer

LOCATION:
The Forge

SHIFT PATTERN: 5 days over 7, 40 hours per week

PAY RATE: £13.09 per hour

The Customer Service Officeris 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.

• Welcome andassistcustomers in a friendly,professional and approachable manner.

• Respond to customer enquiries in person, by telephone and through other communication channels.

• Provideaccurateinformationregardingstores, 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 managerwhere necessary.

• Provide support to customers who may requireadditionalassistance, including elderly customers,families and visitors with accessibility needs.

• Maintain a high standard of customer service at all times.

• Maintain a strong knowledge of the shopping centre, its retailers, facilities,service sand current promotions.

• Report maintenance, cleaning, security or health and safety issues to the relevant department.

• Assist with lost property procedures andmaintainappropriate 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.

• Support the delivery of centre events,campaign sand 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.

• Maintainaccuraterecords of customer enquiries, complaints, lostpropertyand other relevant information.

• Assist with customer feedback surveys and reporting.

• Monitor and respond to customer feedback in line with centre procedures.

• Complete daily tasks,checklistsand reports as required.

• Ensure the customer service desk and surrounding areas are clean,tidyand professionally presented.

• Previous experience in customer service, retail, hospitality,leisureor 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.

• Experience working within a shopping centre, retailenvironmentor visitor attraction.

• Experience dealing with customer complaints and difficult situations.

• Knowledge of local services and the surrounding area.

• First aid or emergency response training.

• Customer focused

• Excellent verbal and written communication

• Professional and positive attitude

• Problem solving

• Teamwork and collaboration

• Reliability and punctuality

• Flexibility

• Attention to detail

• Ability to work under pressure

• Strong interpersonal skills

The Customer Service Officer will work closely with:

• Centre Management

• Retailers and store teams

• Security personnel

• Cleaning and facilities teams

• Marketing and events teams

• Contractors and external service providers

• Members of the public and visitors

Success in the role will be measured through:

• Customer satisfaction and feedback

• Professional handling of enquiries and complaints

• Quality and accuracy of customer information provided

• Effective communication…