Customer Service Officer

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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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Customer focused
• Excellent verbal and written communication
• Professional and…