Customer Service Officer

LOCATION: The Forge

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

PAY RATE: £13.09 per hour

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com. We're here to help!

ROLE OVERVIEW AND PURPOSE

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com . We're here to help!

Job Purpose:

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.

Key Responsibilities

Customer Service

• 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.

Centre Operations

• 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.

Events and Promotions

• 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.

Administration

• 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.

Person Specification

Essential Skills and Experience

• 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.

Desirable

• 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.

Key Competencies

• 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

Working Relationships

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

Performance Measures

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 with retailers and centre teams
• Compliance with centre policies and procedures
• Contribution to a welcoming, safe and positive shopping environment
• Reliability, teamwork and overall performance