Customer Service Advisor

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve.

Our commitment to doing business the right way is rooted in our TRUE values
- Trust, Respect, Unity, and Empowerment
.

Role Purpose

As a Customer Service Advisor, you will be the first point of contact for visitors to Manchester Arndale. You’ll create positive, memorable experiences by delivering excellent service, resolving queries, and promoting our services — including the Manchester Arndale Gift Card. With a professional, approachable manner, you will contribute to building strong relationships with customers, retailers, and colleagues while ensuring a safe, welcoming, and well-presented environment.

• Deliver an exceptional experience for all visitors, ensuring every interaction is professional, friendly, and solution-focused.
• Confidently and positively engage with customers, retailers, and occupiers.
• Provide accurate information on promotions, services, and local knowledge of Manchester city centre.
• Handle customer queries via face-to-face, phone, and email with efficiency and discretion.
• Maintain a clean, organised, and welcoming customer service desk.

• Proactively promote and sell Manchester Arndale Gift Cards, achieving and exceeding sales targets.
• Maximise sales opportunities by engaging customers and raising awareness throughout the mall.

• Manage till operations, ensuring cash handling procedures are followed and daily balances are accurate.
• Collect and record weekly KPI data with confidentiality.
• Support day-to-day departmental tasks, ensuring they are completed to a high standard.

• Take personal responsibility for your own safety and that of colleagues and customers.
• Be vigilant in identifying and reporting risks such as slips, trips, and falls.
• Support the Front of House Manager in ensuring equipment and facilities remain safe and fit for purpose.
• Promote a positive safety culture, ensuring all team members understand their responsibilities.

• Proven experience in retail, hospitality, or other customer-focused environments.
• Track record of delivering excellent service in fast-paced settings.
• Experience of working towards sales or performance targets.

• Passionate about outstanding customer service.
• Confident communicator, both in person and in writing.
• Organised, resilient, and able to prioritise in a busy environment.
• Strong relationship-building and teamwork skills.
• Comfortable promoting and upselling products or services.

• Ability to motivate and support colleagues in maintaining safe working practices.
• Robust, resilient, and able to remain calm under pressure.

• Flexible working required, including early mornings, late evenings, weekends, and public holidays (rostered).
• Driving licence not required.

• Achievement and growth of Gift Card sales.
• Positive customer feedback and satisfaction levels.
• Active reporting of safety concerns and near-misses.

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.